Top Customer Success & Experience Jobs in Pittsburgh, PA

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.

Owns post-sale onboarding for Fastpath Assure customers, managing implementation projects from kickoff through go-live and transition to Customer Success. Leads training, configuration, project planning, risk resolution, stakeholder communication, and adoption efforts. Partners with Sales, Professional Services, Support, Product, and Engineering while translating GRC objectives into onboarding plans. Ensures customers understand access governance, segregation of duties, certifications, workflows, and audit reporting, while improving onboarding processes and time to value.

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.

Lead and develop the customer support organization, using AI-assisted workflows to improve triage, resolution speed, customer experience, and retention. Analyze support data, manage escalations, partner with Product and Engineering on systemic improvements, and align support performance with account health, renewals, expansion, NRR, and GRR. Regularly engage high-value customers while hiring, coaching, and developing a customer-focused team.

Manage a portfolio of B2B SaaS customers from onboarding through long-term success. Coordinate GUIDEcx implementation projects, milestones, check-ins, go-live readiness, issue resolution, account health reviews, renewals, and customer changes. Partner cross-functionally to resolve needs, reduce retention risks, improve product adoption, and identify expansion opportunities. Maintain accurate account records and provide product guidance, recommendations, and proactive customer communication.

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.

Own complex customer issues from intake through resolution, diagnosing CCaaS and telecommunications systems using logs, SQL, APIs, dashboards, and observability tools. Execute approved production changes, coordinate high-severity incidents, create engineering escalations, participate in global on-call rotations, communicate with customers and internal teams, and develop playbooks, root-cause analyses, and process improvements.

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.

Manages a portfolio of mid-tier education accounts to drive retention, renewals, customer satisfaction, and revenue growth. Builds executive relationships, develops account engagement plans, identifies cross-sell and upsell opportunities, monitors account health and risks, and collaborates with sales leadership on growth strategies. Uses CRM, LMS, surveys, interviews, and performance metrics to guide data-driven decisions and improve account engagement.