Top Remote Customer Success & Experience Jobs in Columbus, OH

Own end-to-end SaaS customer implementations from requirements gathering through post-launch review. Configure systems, manage data imports and integrations, track milestones and risks, troubleshoot with Product and Engineering, and guide customers through adoption and workflow changes. Improve onboarding processes through scalable solutions, report implementation metrics, and ensure launches meet customer goals, timelines, scope, and quality standards.

Leads Client Services strategy and teams across engagement management, launch management, and learning experience design. Oversees post-sale client journeys, strategic accounts, risk escalation, service recovery, solution design, and cross-functional delivery alignment. Partners with Sales on complex proposals, ensures scopes are feasible and economically sound, and drives rebooking, expansion, client satisfaction, and operational performance. Coaches teams, establishes service standards and playbooks, and directly supports major client engagements.

Leads Customer Success Manager and Technical Account Manager teams, defining post-sales strategy, engagement models, health scoring, retention programs, renewal forecasting, and escalation processes. Owns customer outcome metrics including retention, adoption, churn, and satisfaction. Partners with Sales, Product, Professional Services, Education, and Support to drive expansion, resolve risks, improve customer experience, and build scalable team operations and career paths.

Own post-sale relationships for enterprise customers, leading onboarding, adoption, success planning, engagement, retention, renewals, and account expansion. Manage churn risks, meet renewal and expansion quotas, and act as the customer advocate across Product, Compliance, and Support teams. The role requires strong product knowledge, communication, technical aptitude, and proactive account management.

Manage strategic enterprise customer relationships, drive retention and account expansion, support renewals and contract negotiations, develop account plans and proposals using Salesforce, and resolve complex service and billing escalations. The role requires customer success or strategic account management experience, enterprise contract renewal knowledge, negotiation skills, a four-year degree, and on-site attendance.

Build and operate Leap’s post-sale client delivery engine. Responsibilities include designing scalable delivery processes, forecasting activation, savings, and revenue, automating client reporting with AI, defining analytics requirements, measuring lifecycle campaigns, supporting drug sourcing strategy, and identifying opportunities for client engagement and account expansion. The role partners closely with Sales, Operations, Analytics, Marketing, Pharmacy, and Growth Strategy teams.

Manages academic customer accounts by onboarding users, driving product adoption, resolving issues, identifying expansion opportunities, and maintaining executive relationships. Conducts consultative sales, presentations, needs assessments, and territory development while tracking activity in CRM systems. Monitors usage and customer risks, supports retention and renewals, attends industry events, and uses AI tools to analyze customer, contract, and market data.

Leads the Account Management organization, owning customer growth, retention, net revenue retention, expansion revenue, and value realization. Builds and manages Account Directors, develops account management playbooks, sponsors strategic customers, identifies account risks and opportunities, and establishes measurable success plans. Requires deep expertise in media, ad tech, and marketing measurement, along with experience leading teams and driving expansion revenue.

Own the success, retention, renewal, and growth of strategic enterprise SaaS customers. Build executive relationships, lead onboarding and adoption, develop success plans, conduct QBRs, identify expansion opportunities, and guide customers toward measurable business outcomes. Use AI and customer data to predict risk, automate workflows, improve engagement, and inform strategic recommendations. Partner cross-functionally with Sales, Product, Engineering, Professional Services, and Support to resolve issues and influence product direction.

Leads and develops a high-performing technical support team, overseeing multi-channel service performance, SLAs, staffing, training, dashboards, and process improvements. Serves as a technical escalation point for API, integration, data, and production issues using SQL and log analysis. Partners with Engineering and Product on incident response, bug resolution, and product improvements while managing client relationships and strategic support initiatives.