Top Customer Success & Experience Jobs in Nashville, TN

Owns GMV growth and profitability for a portfolio of approximately 15 brand partners. Responsibilities include relationship management, QBRs, growth and expansion strategy, forecasting, P&L development, upsell business cases, contract and pricing support, and cross-functional collaboration with Sales, Marketing, Customer Success, CX, and Product. The role requires executive presence, strong prioritization, commercial ownership, persistence, and comfort using AI tools such as Claude.

Leads AI-driven customer success strategy, scaling onboarding, engagement, health checks, retention, adoption, and expansion through automation and digital journeys. Owns predictive churn modeling, AI-generated campaigns, in-app orchestration, customer segmentation, KPI dashboards, and cross-functional implementation. Drives organizational change, stakeholder enablement, and continuous improvement while building the foundation for a future customer success leadership team.

Lead the Americas Customer Success team, developing a scalable engagement model across deployment, adoption, renewal, and customer value. Recruit and develop team members, create customer success playbooks, establish KPIs, optimize processes and platforms, and coordinate with sales, support, product, and operations. Drive usage, upselling, profitability, customer satisfaction, and churn reduction while analyzing customer data and resolving complex customer issues.

Manage customer implementations and onboarding by understanding client processes, goals, and pain points. Serve as the primary account contact, maintain a 60-day implementation process, configure forms, drive product adoption, and increase customer satisfaction. Responsibilities also include support, projects, upselling and cross-selling, documenting customer success stories, updating Gainsight, and conducting onsite implementation meetings or training. The role requires approximately 25% travel.

Manages a portfolio of RigDig customer accounts, owning retention, growth, adoption, renewals, and overall account health. Builds trusted customer relationships, leads onboarding, training, business reviews, and success planning, and provides consultative guidance to improve product utilization and measurable outcomes. Partners with Sales, Product, Marketing, and Support as the customer advocate while maintaining account plans, forecasts, health metrics, and documentation in Salesforce.

Own the post-implementation journey for enterprise SaaS customers, including onboarding, adoption, health, retention, renewal, and value realization. Build success plans, advise on CLM best practices, lead executive reviews, manage risks and dependencies, support change management, and coordinate cross-functional teams. Partner with Account Management on renewals and expansions while representing customer needs. The role also requires understanding enterprise integrations, APIs, AI-enabled software, governance, and stakeholder management.

Own a portfolio of 8–10 client relationships, develop gift card program strategies, drive client growth, communicate proactively, identify risks and opportunities, deliver performance reports, maintain brand assets, and coordinate internal teams to resolve requests and meet revenue goals.

Manage post-sales relationships with federal customers through onboarding, adoption, enablement, renewals, and expansion. Lead customer kickoffs, architecture planning, business reviews, success plans, feature education, and renewal-risk mitigation. Collaborate with Customer Success Engineering, Sales, Marketing, R&D, and executives to support customer goals, identify expansion opportunities, and maintain accurate customer records in Catalyst and Salesforce.

Manage and launch innovative learning programs globally, enhance user adoption, and leverage AI and data for effective enablement.

Provides technical support, training, equipment installation, troubleshooting, and presales assistance for public safety, military, and government customers. Partners with Product, Engineering, Sales, Marketing, and Solutions Architecture teams to capture customer needs, resolve issues, inform product roadmaps, support RFPs and demonstrations, and maintain customer satisfaction. The role is remote in the USA and may require up to 50% travel, including work in austere conditions and carrying equipment.