Top Remote Customer Success & Experience Jobs in Detroit, MI

Owns commercial performance, retention, expansion, adoption, and customer outcomes across strategic manufacturing accounts. Acts as the primary post-sales executive for C-suite stakeholders, develops ServiceNow transformation roadmaps, leads complex cross-functional governance, drives AI and platform adoption, presents data-driven value narratives, and operationalizes customer health metrics. The role requires extensive enterprise SaaS or consulting experience, strong executive presence, manufacturing industry knowledge, and the ability to travel domestically as needed.

Leads and scales the account management function for enterprise health plan customers. Manages Account Managers, owns team revenue and retention targets, develops account processes and playbooks, and oversees strategic accounts. Builds executive relationships, leads QBRs, manages escalations, identifies expansion opportunities, and partners with Sales, Product, Engineering, and Leadership to improve customer outcomes, retention, and revenue growth.

Lead Eve’s customer risk and escalation program for serious product, integration, delivery, and adoption issues. Assess severity, assign accountable owners, coordinate cross-functional recovery plans, guide executive customer communications, and personally manage complex escalations. Apply technical judgment to diagnose issues, drive decisions across Support, Product, Engineering, and Delivery, establish recovery exit criteria, and identify recurring problems for process and product improvement.

Manage a portfolio of existing accounts to drive retention, renewals, upsells, and expansion. Monitor account health and usage, conduct business reviews, build account plans and forecasts, liaise with product/engineering/support, maintain CRM data, handle renewals and negotiations, and occasionally travel to customers or industry events.

Provides first-line technical product support to customers, guides troubleshooting, assesses and escalates incidents, follows issues through resolution, and recommends documentation improvements. The role requires strong customer service, collaborative problem-solving, and practical experience troubleshooting Windows and macOS systems, antivirus interactions, and system-management tools such as GPO, RMMs, and SCCM.

Owns the technical customer relationship for public cloud environments, advising on AWS, Azure, and GCP best practices. Conducts cloud architecture reviews, governance sessions, ticket reviews, and spend optimization discussions. Acts as a customer advocate, escalation point, and liaison with internal teams. Provides product guidance, billing support, technology education, and strategic recommendations while maintaining executive-level customer relationships.

Manages post-implementation relationships with automotive dealerships, OEM teams, and enterprise clients. Provides consultative recommendations, KPI reviews, training, technical support, process improvement, presentations, and churn-risk escalation to increase product utilization and retention. Maintains a portfolio of accounts, facilitates workshops, supports OEM objectives, and travels extensively for on-site consultations, conferences, and client engagements.

Manage enterprise customers after implementation by developing joint success plans, conducting executive business reviews, leading operational workshops, recommending workflow improvements, and driving value from Samsara’s IoT platform. Partner cross-functionally with Sales, Support, Sales Engineering, and Product, while mentoring Customer Success and Support teams. The role requires strong stakeholder communication, technical product knowledge, problem-solving, and up to 25% travel.

Leads a North America-based team of Customer Success Managers and Architects. Responsibilities include coaching and developing talent, managing staffing and hiring, strengthening executive customer relationships, supporting adoption and renewals, coordinating escalations, partnering cross-functionally, and improving customer success processes and tools.

Manage enterprise restaurant accounts from onboarding through long-term growth. Improve retention, educate clients using customized data-driven materials, identify expansion opportunities, mitigate churn risk, lead monthly business reviews, interpret account data, and collaborate with analytics, product, marketing, and operations teams to strengthen retailer relationships.