Top Customer Success & Experience Jobs in Raleigh-Durham, NC

Provide technical, front-line customer support and onboarding for Heartflow's web-based medical software. Troubleshoot issues, manage cases and knowledge base, deliver documentation and customer feedback into CRM, assist sales and production, and support account adoption and satisfaction metrics. May require on-call and weekend coverage after training.

Designated Technical Account Manager providing technical support to strategic customers, troubleshooting complex API, server-side and network issues, collaborating with product and engineering, driving improvements from customer feedback, and managing dedicated customer accounts while supporting US hours.

Manage partner-facing support and delivery operations: proactively analyze support channels, run ticketing and scheduling systems, triage and route requests, track deployments and utilization, build self-service documentation, and work with cross-functional teams to drive issues to resolution while improving operational systems and using AI tools for queue management and reporting.

Manage a portfolio of clients to drive value realization, onboarding success, and renewals. Act as trusted advisor, provide consultative guidance on financial planning processes, leverage data and CSM tools (Gainsight, SFDC) to identify risks/opportunities, collaborate cross-functionally, support escalations, and build scalable, repeatable success processes.

Serve as the primary technical advisor for a customer portfolio, analyze customer data to identify optimization opportunities, configure and manage integrations and platform settings, troubleshoot complex issues with Engineering/Product, and develop best practices and documentation to drive adoption and measurable business outcomes using AI-powered analytics.

Manage and nurture existing hospital and healthcare client accounts: onboard and implement FairCode programs, ensure customer success and adoption, act as primary client liaison, drive retention and revenue growth through upsell/cross-sell, coordinate internal teams, produce reporting, and gather referrals and market insights.

Lead a global support and managed services team for an AI-powered materials science SaaS: own SLAs, triage escalations, drive incident resolution with Engineering, build reporting, coach and hire staff, and personally handle select high-priority technical tickets.

Lead and manage a team of Account Managers to sustain and grow employer/payor/government client relationships. Own contract delivery, renewals, expansions, financial performance, reporting, and strategic client planning. Act as senior client escalation, mentor account team members, coordinate cross-functional resources, and drive profitability and retention through consultative selling and data-driven reporting.

Lead remote onboarding and implementations of the FieldConnect SaaS platform: manage projects, discover customer workflows, configure integrations, deliver training, perform testing and go-live, provide professional services, and support cross-functional technical activities including escalations, sales engineering, and environment administration.

The Director of Client Success will lead the Client Success team, focusing on partner satisfaction, retention, and expansion while integrating AI-driven strategies for efficiency and value realization from the platform.