Top Customer Success & Experience Jobs in Portland, OR

Build and optimize digital customer journeys across the SaaS lifecycle, using customer behavior data, trigger logic, testing frameworks, and education content to improve retention, engagement, and expansion. The role independently executes strategy, analyzes metrics, and partners with Customer Success, Marketing, RevOps, Support, and Product teams. It requires experience with CRM platforms, SaaS sales and renewal cycles, cross-functional initiatives, and customer journey implementation across SMB through enterprise segments.

Leads a team of 6–9 Strategic Customer Success Managers serving complex enterprise accounts. Owns retention, renewals, upsell and cross-sell targets, account strategy, success planning, forecasting, customer health, executive business reviews, and escalations. Develops customer success playbooks, advocates for client needs internally, builds executive relationships, and partners with Sales, Product, and Marketing to improve outcomes. Also oversees recruiting, career development, team performance, and change management.

Own strategy, renewals, expansion, and executive relationships for major enterprise bank and credit union accounts. Drive customer outcomes, retention, product adoption, and revenue growth while coaching Associate GMs. Partner with Product and Engineering to translate feedback into product requirements, use data to identify risks and opportunities, and manage high-level commercial and operational priorities.

Manage a portfolio of North American betting and gaming clients, driving retention, renewals, expansions, cross-sells, and upsells. Build account plans, lead business reviews, monitor performance metrics, communicate platform value, resolve concerns, and coordinate with customer success, sales, product, and engineering teams. Maintain accurate CRM forecasts and account records while applying fraud prevention knowledge to develop tailored solutions and strengthen executive relationships.

Owns the post-sales lifecycle for enterprise customers, serving as their primary advocate and coordinating onboarding, adoption, value realization, renewals, escalations, and issue resolution. Develops success plans, monitors account health, drives product usage, manages cross-functional teams, communicates with executive stakeholders, and delivers proactive recommendations and root cause analyses. Requires strong enterprise account management, escalation leadership, communication, and collaboration skills, with occasional travel and flexibility outside standard business hours.

Handle inbound cancellation calls and outbound lapse recovery to retain life insurance policyholders. Assess customer needs, recommend solutions, document interactions, meet call center KPIs, and maintain product knowledge while delivering empathetic, accurate service.

Support a portfolio of clients through technical implementation, onboarding, adoption, and growth. Define implementation plans, configure the Quantum Metric platform, develop JavaScript analytics functions, and create alerts, dashboards, and reports. Diagnose script issues using browser developer tools and advise clients on digital performance optimization. The role requires managing multiple client priorities, communicating with technical and non-technical stakeholders, and traveling approximately 10%.

Manage scaled customer success for complex mid-market accounts using Samsara’s IoT platform. Responsibilities include driving adoption, demonstrating technical product value, diagnosing issues, leading customer workshops, recommending workflow transformations, developing action plans and success metrics, coordinating cross-functional teams, influencing product roadmaps, and supporting renewals and expansion.

Manage issuer customer relationships in the credit card portfolio, develop growth strategies, analyze performance data, and provide recommendations. Build scalable customer success processes, playbooks, and automation while leading strategic reviews and collaborating with finance, analytics, marketing, and product teams. The role requires strong communication, analytical ability, CRM workflow experience, and comfort working in ambiguous environments.

Lead renewal analytics and forecasting for direct and channel motions. Build renewal health scoring and predictive models, improve Clari and SFDC processes, surface churn and expansion insights, partner with RevOps/Finance/IT, automate reporting, and present recommendations to senior stakeholders to improve retention and renewal performance.