Top Customer Success & Experience Jobs in Orlando, FL

Manages enterprise customer relationships for PointClickCare’s SaaS solutions, driving adoption, value realization, retention, and account growth. Serves as a trusted advisor to executive stakeholders, develops joint success plans, monitors customer health, mitigates churn, manages escalations, and coordinates cross-functional teams. The role requires strong communication, data analysis, CRM proficiency, healthcare and enterprise account management experience, and travel to client locations as needed.

Manage a portfolio of strategic enterprise customers, serving as their trusted advisor and primary business contact. Develop success roadmaps, drive product adoption, coordinate cross-functional solutions, identify account risks, and support renewals and expansion. Analyze customer data to improve outcomes, communicate with executive stakeholders, and become an expert on Singular’s marketing measurement platform and integrations.

Manage enterprise SaaS customers, owning retention, net revenue retention, account health, and growth. Build executive relationships, onboard and activate customers, conduct business reviews, identify upsell opportunities, drive renewal campaigns, resolve escalations, and collaborate with internal teams on customer programs and product feedback. Use AI tools and reporting to identify risks, opportunities, and high-impact actions.

Serve as primary client technical contact from implementation through support, run technical investigations (logs, SQL, Elasticsearch, HTTP), deliver training and documentation, collaborate on product roadmap and remediation plans, present insights and strategic recommendations to senior stakeholders, and drive operational improvements to maximise client value.

Guide new clients through software implementation, including kickoff meetings, project planning, platform configuration, data coordination, training, launch support, and early adoption. Manage timelines, milestones, documentation, and risks while coordinating clients and internal teams. Conduct post-launch health reviews, identify adoption barriers, create scalable onboarding resources, and improve implementation processes. Support client events, feedback collection, renewals, and expansion through successful implementation outcomes.

Own enterprise customer success from onboarding through renewal and expansion. Drive adoption, value realization, health monitoring, quarterly business reviews, executive relationships, advocacy, and strategic account planning. Collaborate with Sales, Product, Support, Marketing, and partners to resolve escalations, identify expansion opportunities, and provide product feedback. The role requires cybersecurity, cloud, networking, and solution architecture expertise, with travel for customer meetings, training, and industry events.

Manage complex higher-education SaaS renewal accounts, developing retention and expansion strategies, preparing quotes, forecasting renewals, negotiating contracts, and collaborating with Customer Success, Sales, Product, and Marketing teams. The role also serves as a CRM and quoting-tools subject matter expert, tracks performance metrics, and supports process improvements. Travel may be required up to 20%.

Leads North American mid-market customer onboarding for a hospitality software platform, managing onboarding project managers and coaches while personally overseeing strategic accounts. Responsibilities include team development, account assignment, escalation management, PMS implementation guidance, performance tracking, cross-functional coordination, partner management, and improving time-to-live, deployment quality, customer satisfaction, and early retention.

Build and manage technical relationships with LATAM enterprise customers, helping them adopt JetBrains products, overcome technical barriers, and achieve business outcomes. Serve as a trusted technical advisor, customer advocate, and liaison with Support and Product Engineering. Partner with Account Executives and Sales on account strategies and expansions, recommend product enhancements, present product ideas, and maintain expertise in software development technologies.

Leads the scaled Customer Success team, coaching CSMs and managing customer health, renewals, retention, and expansion. Owns digital and 1:many engagement programs, including email campaigns, office hours, town halls, and webinars. Measures adoption, satisfaction, engagement, and retention while using CRM and customer success tools for reporting and outreach. Partners cross-functionally with Marketing, Product, Training, Implementation, Billing, and Support.