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

Lead strategic account management for public sector healthcare clients to drive retention, revenue growth, adoption, and expansion. Serve as primary executive contact, manage renewals and procurement cycles, run business reviews, identify new use cases, coordinate cross-functional teams, and track outcomes to mitigate risk and maximize client value.

Own enterprise customer relationships to drive platform adoption, align usage to business outcomes, lead renewals and expansion, operationalize scalable CS processes, run executive business reviews, influence product roadmap with customer feedback, and coordinate onboarding and enablement to ensure long-term value and retention.

Guide new members through onboarding and ongoing support via daily video calls; troubleshoot and escalate platform issues; apply accounting, payroll, and tax expertise (including payroll taxes and S-Corp considerations); document interactions in Salesforce; collaborate cross-functionally to improve member experience while managing multiple member conversations.

Serve as a technical, customer-facing engineer for strategic enterprise customers: lead onboarding, provide hands-on configuration and troubleshooting, run QBRs, drive adoption and expansion, relay customer feedback to product/engineering, and produce technical documentation to enable self-service and long-term success.

Own technical onboarding, content ingestion, widget configuration, and post-launch partner support. Triage and reproduce issues, optimize AI answer relevance via prompt/config tuning, maintain onboarding/docs and SLAs, and collaborate with Engineering, Product, and Partnerships to scale partner implementations and reduce recurring support work.

Own a $5M–$6M ARR book (35–45 mid-market and enterprise accounts), driving end-to-end implementation, utilization, renewals, and expansion. Build strategic partnerships with People and L&D leaders, run executive reviews, surface expansion signals, advocate cross-functionally, and document scalable playbooks to improve processes and outcomes.

Own end-to-end client relationships for a book of B2B SaaS customers: drive adoption, engagement, retention, and expansion of AI-powered contract drafting tools. Lead onboarding, training, large-scale rollouts, and translate customer feedback into product improvements while designing scalable CS processes and tracking health metrics to demonstrate value.

Create and deliver role-based training for Wilqo's Charlie product to customers and employees. Develop e-learning, videos, webinars, and in-person materials; partner with Product and Implementation teams; use assessments and metrics to evaluate adoption and refine content; leverage AI tools to accelerate content creation.

Manage a portfolio of clients to drive value realization, onboarding success, and renewals. Act as trusted advisor, provide consultative guidance on financial planning processes, leverage data and CSM tools (Gainsight, SFDC) to identify risks/opportunities, collaborate cross-functionally, support escalations, and build scalable, repeatable success processes.

Lead a global support and managed services team for an AI-powered materials science SaaS: own SLAs, triage escalations, drive incident resolution with Engineering, build reporting, coach and hire staff, and personally handle select high-priority technical tickets.