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

Own Instrumentl’s scaled customer success motion for high-volume, lower-ACV customers. Lead and develop approximately six Scaled Customer Success Managers, design scalable customer journeys, and establish segmentation, health scoring, playbooks, automation, and reporting. Drive activation, adoption, retention, and expansion through data-driven engagement. Partner with the high-touch CS team, handle escalations, improve workflows, and build the scaled function in a fast-moving SaaS startup.

Leads client outcomes for major US health insurance accounts, overseeing financial health, retention, strategic expansion, renewals, and client satisfaction. Translates technical platform delivery into business value, manages scope and profitability, leads executive reviews, identifies upsell opportunities, and collaborates with Customer Success, Sales, and product teams. Builds relationships with payer leaders in Claims, Quality, and Member Experience while monitoring healthcare interoperability, FHIR standards, CMS developments, and market trends.

Leads a regional team of Customer Success Managers and oversees the post-sale customer journey for K-12 education clients. Responsibilities include onboarding, adoption, retention, expansion, account health monitoring, escalation management, executive relationship building, coaching, and cross-functional collaboration. Uses customer data and tools such as Gainsight to identify risks, improve satisfaction, secure renewals, reduce churn, and advocate for customer needs internally.

Own strategic customer engagements focused on cloud security adoption, business value, and revenue growth. Guide enterprise customers through post-onboarding transformations, build relationships from technical teams to CISOs, drive Wiz adoption and expansion, remove migration blockers, establish governance, develop training strategies, and support business cases and tool consolidation. Collaborate across sales, support, success, product, engineering, and customer teams to deliver secure cloud outcomes.

Serve as a trusted post-sales technical advisor to strategic enterprise customers. Drive Docker adoption, operational maturity, value realization, risk mitigation, and renewals while managing technical relationships. Partner with Solutions Engineering, Product, Engineering, Support, and Sales; provide guidance on containers, Kubernetes, CI/CD, infrastructure as code, and developer productivity. Maintain customer health documentation, lead reviews and enablement programs, develop scalable playbooks, represent customer feedback internally, and mentor other TAMs.

Serves as the primary technical advisor for strategic enterprise clients, managing escalations, technical account plans, business reviews, integrations, architecture guidance, and system optimization. Partners with Product and Engineering, creates technical documentation, mentors Technical Account Managers, identifies expansion opportunities, and uses AI tools to improve efficiency and anticipate customer needs.

Manage strategic enterprise customer relationships, driving adoption, retention, value realization, and expansion across PathFactory and Kaltura solutions. Develop customized account strategies, lead executive check-ins, monitor account health and usage, identify growth opportunities, and collaborate with Account Executives and cross-functional teams. Advise marketing and IT stakeholders, manage complex multinational accounts, forecast pipeline, and ensure customers achieve business outcomes.

Serves as a trusted technical advisor for Elastic customers, developing technical success plans, guiding onboarding and adoption, resolving technical friction, and increasing solution consumption. Partners with account, solutions architecture, support, and services teams to align Elastic deployments with business goals, improve customer outcomes, identify expansion opportunities, and drive recurring revenue growth.

Leads Blackbaud’s global renewals and retention strategy across a large multi-product customer base. The role transforms renewal operations, customer engagement, team structures, processes, and systems while owning gross retention, net revenue retention, renewal rates, churn reduction, expansion, and recurring revenue performance. Responsibilities include applying AI and data science, developing segmentation and predictive risk models, managing complex enterprise renewals, shaping packaging and pricing, leading organizational change, and aligning Product, Finance, Legal, Sales, and Customer Success.

Develop and execute growth strategies for an assigned portfolio of enterprise partnerships. Build executive-level relationships, drive product adoption, analyze performance data, deliver reporting, identify risks, and create actionable insights. Collaborate with marketing, sales, product, customer service, and engineering teams to improve partner performance, streamline processes, maintain product knowledge, and address challenges through consultative partnership management.