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

Owns renewals, retention, upsells, and cross-sells for mid-sized to large public transit agency customers. Responsibilities include managing account plans and success plans, building pipeline, leading the sales cycle, preparing proposals and ROI presentations, demonstrating the platform, navigating procurement and RFPs, meeting quotas, and collaborating cross-functionally to expand customer value.

Manage a portfolio of client accounts, partnering with leadership and internal teams to deliver services, improve satisfaction, and achieve revenue and profitability goals. Responsibilities include client strategy, proposals, contract negotiations, implementations, SLA tracking, policy compliance, pricing, forecasting, budgeting, receivables, supplier coordination, account reviews, cross-selling, and service recovery. The role also supports operational improvements, client projects, mentoring, and relationship development.

Manage a large portfolio of SMB SaaS customers, serving as the primary contact and driving adoption, retention, renewals, and expansion. Build customer relationships, identify churn risks, resolve issues with internal teams, and use customer data, usage analytics, and AI-driven tools to improve outcomes. Collaborate cross-functionally with sales, marketing, product, and support while developing customer advocacy through testimonials and case studies.

Manage strategic higher education accounts by developing success plans, leading executive business reviews, monitoring customer health, driving product adoption, and supporting retention and expansion. Use data and generative AI to identify risks, improve workflows, and strengthen customer engagement. Collaborate with Product Management, Sales, Renewal Representatives, and leadership while maintaining CRM records and managing a substantial SaaS portfolio.

Enters, updates, verifies, and maintains company records across databases and computer systems. Reviews information for accuracy, corrects discrepancies, processes documents and spreadsheets, performs quality-control checks, generates basic reports, and coordinates with internal teams to resolve missing or inaccurate data. The role also requires maintaining confidentiality, following established procedures, staying organized, and meeting deadlines independently.

Serve as the first Customer Success Manager for law enforcement clients: drive product adoption, build relationships, resolve user issues, collect feedback, coordinate with product/engineering, create communications and training, and track key SaaS metrics (DAU, MAU, MRR/ARR, churn, expansion).

Provide technical support by diagnosing and resolving issues, collaborating with teams, and maintaining high standards of customer service in the cybersecurity field.

Manage a portfolio of high-value SaaS customers, driving retention, adoption, renewals, expansion, and upsell revenue. Conduct business reviews, demonstrations, and growth planning; identify at-risk accounts; coordinate issue resolution across internal teams; negotiate renewal contracts; manage Salesforce pipelines and forecasts; and maintain accurate account records. The role requires consultative relationship management, quota achievement, strong presentations, and occasional customer travel.

Lead client onboarding and implementation for health plan customers, operate embedded on client sites to translate claims data and workflows into internal execution, develop repeatable playbooks, monitor recovery outcomes, resolve operational blockers, and partner cross-functionally to inform product and scale operations.

Partner with customers post‑EMR go‑live to drive EMR ordering adoption, manage non‑EMR data delivery workstreams, validate and troubleshoot clinical/technical files, coordinate cross‑functional enhancements, and provide training and ongoing technical customer support.