Top Remote Customer Success & Experience Jobs in Columbus, OH

Own strategic law firm and legal department relationships, advising clients on legal AI adoption and transformation. Drive renewals, expansion, and net revenue retention while developing tailored AI roadmaps, leading executive business reviews, measuring ROI, and addressing account risks. Collaborate with Sales, Product, Engineering, and Forward Deployed Engineers to improve adoption and product outcomes. Represent NetDocuments at industry events and contribute to customer success best practices.

Own post-sale relationships for a portfolio of B2B SaaS accounts from onboarding through renewal and expansion. Develop tailored adoption plans, monitor usage and support patterns, identify renewal risks, and lead customer conversations. Partner with sales on handoffs and collaborate with support and product to resolve issues. Support technically sophisticated customers running self-hosted or open-source Plane deployments, including those in regulated and enterprise environments.

Manage and grow a portfolio of customer accounts throughout the lifecycle. Build stakeholder relationships, lead account planning and business reviews, improve adoption and retention, and identify renewal, cross-sell, upsell, and expansion opportunities. Analyze customer and water-system data to provide recommendations, monitor account health, and address risks. Collaborate with Sales, Product, Operations, Finance, Support, and Field Services while forecasting revenue opportunities and advocating for customer needs. The role is remote in the U.S. with travel up to 20%.

Leads the unified post-sales organization across onboarding, customer success, and technical support for three SaaS brands. Designs the operating model, processes, metrics, and organizational structure; drives retention, expansion, churn reduction, cost efficiency, and customer satisfaction. Uses AI, automation, and data to improve service delivery, identify risks and opportunities, support cross-functional alignment, and integrate post-M&A teams and practices.

Lead the US Customer Success and Implementation organization, overseeing retention, churn, expansion enablement, customer health, onboarding, implementation performance, KPI reporting, and operational scalability. Develop team leaders and senior CSMs, manage executive customer escalations, standardize processes, improve forecasting and automation, and align customer feedback with Product, Marketing, Sales, and company strategy.

Manage and optimize B2B marketing campaigns, serving as the primary customer contact and liaison with sales and operations. Responsibilities include campaign setup, kickoff calls, performance monitoring, quality control, reporting, CRM updates, customer communications, QBRs, and proactive issue resolution. The role requires strong organization, communication, presentation, analytical, and problem-solving skills while operating independently in a remote environment.

Manage strategically important enterprise customers as a trusted post-sale partner. Develop mutual success plans, lead executive business reviews, drive product adoption, monitor customer health, mitigate risks, support renewal readiness, identify expansion opportunities, and cultivate customer advocates through cross-functional collaboration.

Serve as the strategic technical advisor for enterprise SaaS customers after go-live. Manage technical relationships, platform adoption, integrations, scalability, risks, releases, escalations, and optimization. Partner with Customer Success, Engineering, Product, Support, and Implementation teams to resolve issues and drive retention, value realization, and expansion. Lead technical reviews, workshops, Executive Business Reviews, documentation, and process improvements. The role requires approximately 30–40% travel across Europe and North America.

Provide high-quality, timely service to high-net-worth clients: respond to service requests, process endorsements, issue new business, answer coverage questions, and remarket accounts as needed.

Lead Cloudinary's global follow-the-sun support organization, owning strategy, operations, metrics, and AI-driven transformation to improve customer satisfaction, scalability, and product outcomes while partnering cross-functionally.