Top Remote Senior Level Customer Success & Experience Jobs in Orlando, FL

Lead end-to-end implementations for mid-market B2B SaaS customers (≈15 concurrent projects, 4–8 weeks each). Develop and execute implementation plans, manage stakeholders, provide technical configuration guidance, drive change management, advise on best practices, and collaborate cross-functionally to ensure timely customer value and adoption.

Serve as post‑sale client liaison to onboard and support clients, run CIRBI demos and training, coordinate study start‑up transitions, track satisfaction and metrics in CRM, produce client reports, and collaborate internally to resolve issues and improve client experience.

Own customers' production readiness and activation for Temporal: drive first production workflows, establish reliability and observability standards, run technical programs, remove activation blockers, optimize performance and cost, lead cross-functional delivery, and enable adoption and growth through technical enablement and certification.

Own program health, adoption, and ROI across enterprise veterinary accounts. Coordinate regional CSMs, lead Executive Business Reviews, quantify customer value, surface expansion opportunities, maintain Salesforce records, and ensure renewal readiness while partnering with Sales, Implementation, Product, and Support.

Provide L3/L4 technical support for Hammerspace customers across the West Coast and Asia, troubleshoot complex filesystem, storage, and networking issues, drive escalations to resolution, collaborate with sales/product/engineering, document learnings for the knowledge base, and participate in team ceremonies and process improvements.

Manage a portfolio of strategic enterprise customers to drive adoption, retention, expansion, and measurable business outcomes. Serve as a trusted advisor to executive stakeholders, create and execute success plans, lead executive reviews, identify risks and expansion opportunities, and coordinate cross-functional teams to deliver value and advocacy for the Demandbase platform.

Manage and grow the Customer Engineering (technical support) team: hire, coach, set goals, and own performance. Act as the final technical escalation, troubleshoot complex production issues, QA ticket quality, analyze support trends, maintain playbooks and on-call processes, and partner with Product and Engineering to drive customer-driven improvements and automation.

Manage a portfolio of clients to ensure successful delivery and long-term value; coordinate cross-functional teams, execute account plans and business reviews, resolve service issues end-to-end, maintain CRM data hygiene, drive retention and expansion, support engagement marketing initiatives, and proactively identify and prevent client problems.

Support Customer Success Operations by building and maintaining CS metrics and reporting (NRR, GRR, renewal, usage KPIs), partnering cross-functionally on complex deployments, and executing strategic CS programs. Serve as a go-to resource for account-level context, QA reporting, and initiatives like CS platform and usage-based pricing. Influence stakeholders, manage multiple priorities, and translate data into actionable insights for CS leadership.

Act as primary customer contact to onboard clients, drive product adoption, create and manage success plans, own renewals and expansion, mitigate churn, gather customer insights, and collaborate with Product, Sales, and Support to improve tools, processes, and customer experience.