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

Lead strategy and success planning for strategic SaaS accounts, aligning customer goals, performance, adoption, retention, and growth. Advise clients on lifecycle marketing across SMS, email, and AI-powered channels; coordinate account, services, product, and technical teams; lead business reviews; translate insights into recommendations; manage forecasts, renewals, risks, and expansion opportunities; and build executive-level relationships.

Manage strategic relationships with large PBM clients, own renewals, drive retention, and ensure client satisfaction. Analyze pharmacy claims, rebates, and ROI data to recommend cost-containment strategies and present executive business reviews. Coordinate cross-functional teams, address escalations, communicate risks, support formulary and clinical program discussions, monitor industry trends, and mentor account management staff. Travel up to 25%.

Leads the strategy and outcomes for the SMB customer segment, owning adoption, retention, expansion, and scalable customer success programs. Oversees digital-first engagement across onboarding, adoption, renewal, and expansion; builds and develops the SMB customer success team; establishes coverage models, capacity planning, and efficiency targets; and partners with Sales, Marketing, Product, Education, and Operations to improve customer outcomes using data, automation, and usage signals.

Leads Komodo Health’s customer support organization, managing support professionals and improving issue resolution, triage, escalation, and containment. Partners with analytics, engineering, and product teams to resolve recurring technical, product, and healthcare data issues. Establishes KPIs, coaches globally distributed teams, manages offshore resources, and deploys AI-enabled intake and support workflows while shaping global support strategy.

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.

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.