Top Remote Senior Level Customer Success & Experience Jobs in Philadelphia, PA

Provides second-tier technical support for enterprise software customers through phone, web, and email. Diagnoses application issues, resolves customer questions, handles increasingly complex escalations, identifies system defects, and maintains communication through resolution. Uses and improves knowledge-base content, creates internal documentation, advocates for customers, and collaborates with cross-functional teams. Works independently within established procedures while managing challenging customer interactions professionally.

Manages complex global enterprise accounts as a technical subject matter expert and trusted advisor. Develops multi-product strategies, guides integrations, mitigates operational risks, and translates business requirements into technical plans for executive stakeholders. Leads escalations, mentors peers, improves delivery frameworks, supports AI-driven tools, and influences Engineering and Product teams. Requires advanced cybersecurity and identity management expertise, including federation protocols, cloud security, and multi-vendor integrations.

Build trusted enterprise customer relationships, drive OutSystems adoption, provide technical guidance, review architectures, prevent issues, support upgrades, communicate product roadmaps, and advocate for customer needs. The role requires coordinating with Sales, Support, R&D, and Professional Services while helping development teams improve solution quality and technology proficiency.

Own success for enterprise customers by delivering security-focused enablement, projects, advisory services, training, workflow development, and strategic success plans. Manage escalations, support issues, business reviews, customer value communication, and product feedback while integrating threat intelligence into security operations. Maintain account documentation in Zendesk, Gainsight, and JIRA, support at-risk accounts, engage technical and executive stakeholders, and travel at least 30%.

Manage and retain strategic Tier 1 nonprofit accounts, build executive relationships, drive product adoption and revenue, support renewals and expansion, analyze customer data, resolve issues, develop account strategies, and track interactions in CRM systems. The role requires strong nonprofit fundraising knowledge, B2B SaaS customer success experience, communication, organization, empathy, and independent judgment.

Own a portfolio of healthcare accounts, driving product adoption, utilization, satisfaction, and retention. Build stakeholder relationships, lead adoption initiatives, analyze account health, conduct business reviews, and coordinate technical issue resolution across customer and internal teams. Support implementations, go-lives, renewals, and expansion opportunities while providing training, gathering customer feedback, and translating healthcare imaging interoperability concepts into customer value.

Own technical adoption and customer relationships across complex enterprise accounts. Partner with Customer Success Managers to onboard customers, drive platform value, provide training, resolve technical issues, and support renewals and expansion. Guide customers in adopting AI-driven penetration testing, interpreting validated exposures and attack chains, and integrating findings into security and compliance programs. Represent customer feedback internally, mentor colleagues, and influence Product and Engineering roadmaps.

Own the operational engine for a 24/7 customer support organization, including in-house agents, outsourced BPO partners, workforce forecasting, scheduling, coverage, vendor performance, SLAs, cost metrics, and surge planning. Build scalable operating models for event-driven volume spikes, manage capacity and budget trade-offs, improve processes and tooling, and partner with CX strategy leaders to ensure effective execution.

Lead and scale Customer Success across North America for Kainos' Workday products. Drive retention, adoption, value realization, and GRR through structured success planning, executive engagement, and renewal readiness. Build and develop a distributed CSM team, implement playbooks and health frameworks, leverage data and AI-enabled automation to prioritize actions, and partner cross-functionally to improve reporting, forecasting, and customer advocacy.

Serves as a strategic advisor to Cengage customers, building relationships, driving product adoption, developing success plans, providing training, resolving escalated issues, conducting health checks, and identifying renewal and upsell opportunities. The role manages customer outcomes and revenue retention across an assigned territory, requiring strong communication, analysis, technical explanation, and prioritization skills. Travel by air and car is required 20–30% of the time.