Top Customer Success & Experience Jobs in Nashville, TN

Lead strategy and success planning for strategic SaaS accounts, aligning customer goals, performance, adoption, retention, and growth. Advise clients on lifecycle marketing across SMS, email, and AI-powered channels; coordinate account, services, product, and technical teams; lead business reviews; translate insights into recommendations; manage forecasts, renewals, risks, and expansion opportunities; and build executive-level relationships.

Manage strategic relationships with large PBM clients, own renewals, drive retention, and ensure client satisfaction. Analyze pharmacy claims, rebates, and ROI data to recommend cost-containment strategies and present executive business reviews. Coordinate cross-functional teams, address escalations, communicate risks, support formulary and clinical program discussions, monitor industry trends, and mentor account management staff. Travel up to 25%.

Leads the strategy and outcomes for the SMB customer segment, owning adoption, retention, expansion, and scalable customer success programs. Oversees digital-first engagement across onboarding, adoption, renewal, and expansion; builds and develops the SMB customer success team; establishes coverage models, capacity planning, and efficiency targets; and partners with Sales, Marketing, Product, Education, and Operations to improve customer outcomes using data, automation, and usage signals.

Owns the design, documentation, launch, and continuous improvement of post-sale customer journeys and experience programs. The role uses customer metrics such as NPS, effort, retention, expansion, and adoption to improve customer success, time to value, and revenue retention. Responsibilities include cross-functional collaboration, customer advocacy, change management, journey mapping, workflow integration, stakeholder alignment, and program measurement across varied customer segments.

Provides client-facing technical support for enterprise SaaS applications through case ownership, structured troubleshooting, data analysis, platform configuration, and clear communication. Investigates issues using SQL and scripting or markup languages, resolves Tier 1 or Tier 2 cases, escalates complex problems, documents findings, supports outage communications, and contributes to knowledge-sharing and continuous improvement.

Leads Komodo Health’s customer support organization, managing support professionals and improving issue resolution, triage, escalation, and containment. Partners with analytics, engineering, and product teams to resolve recurring technical, product, and healthcare data issues. Establishes KPIs, coaches globally distributed teams, manages offshore resources, and deploys AI-enabled intake and support workflows while shaping global support strategy.

Manage and strengthen client relationships, understand and address customer needs, resolve issues, coordinate with internal teams, improve satisfaction and retention, and meet sales goals among existing and new customers. The role serves as a client liaison, tracks account processes, identifies patterns, and develops solutions using SaaS platforms and agile processes.

Provides second-tier technical support for enterprise software customers through phone, web, and email. Diagnoses application issues, resolves customer questions, handles increasingly complex escalations, identifies system defects, and maintains communication through resolution. Uses and improves knowledge-base content, creates internal documentation, advocates for customers, and collaborates with cross-functional teams. Works independently within established procedures while managing challenging customer interactions professionally.

Supports lottery loyalty account management by coordinating client relationships, monitoring account activity and performance, maintaining reports, supporting rewards-program technology, executing revenue and engagement initiatives, and identifying growth opportunities. Collaborates with Digital Account Managers and internal cross-functional teams to implement account strategies, expand customer bases, and improve loyalty-program performance.

Manages complex global enterprise accounts as a technical subject matter expert and trusted advisor. Develops multi-product strategies, guides integrations, mitigates operational risks, and translates business requirements into technical plans for executive stakeholders. Leads escalations, mentors peers, improves delivery frameworks, supports AI-driven tools, and influences Engineering and Product teams. Requires advanced cybersecurity and identity management expertise, including federation protocols, cloud security, and multi-vendor integrations.