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

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.

Manage strategic MANTL customer accounts by driving renewals, expansion, adoption, and satisfaction. Develop account strategies, forecasts, and customer success plans; identify cross-sell opportunities; lead commercial and contracting processes; coordinate implementations and launches; resolve tickets and conflicts; analyze customer data; manage risks to renewal; collaborate cross-functionally; and provide ongoing product training and support.

Own a portfolio of complex, high-value customer accounts totaling approximately $2M ARR. Develop success plans, lead customer meetings and QBRs, drive adoption and measurable outcomes, mitigate churn, and identify expansion opportunities. Serve as a trusted advisor to executive and operational stakeholders while collaborating with Sales, Product, Support, and Implementation. Capture customer feedback, influence internal priorities, and travel to industry events 5–10 times annually.

Manage enterprise customer relationships throughout implementation and adoption of Cognigy’s AI and conversational AI solutions. Identify customer needs, coordinate technical solutions, communicate strategic business value to executives, track success metrics, reduce churn, conduct executive business reviews, develop advocates, and support expansion opportunities in partnership with sales and technical teams.

Manage enterprise customer success from post-onboarding through training, upsells, and renewals. Build stakeholder relationships, establish KPIs, analyze account data, identify churn and expansion opportunities, present performance insights, and develop strategic action plans. Collaborate with sales, product, data science, and other teams to improve customer outcomes, support implementations, and drive retention and revenue growth.

Manage a portfolio of customers using Reunion PWA to ensure prevailing wage and apprenticeship compliance. Deliver audited reports, build scalable data collection processes, lead onboarding and training, represent customer needs to product and engineering, and drive adoption, retention, and growth through technical guidance and compliance expertise.

Build and lead a scalable technical customer support program for healthcare SaaS deployments across commercial and VA environments. Responsibilities include implementing ticketing, knowledge base, SLA, analytics, and quality systems; managing and coaching support specialists; overseeing technical troubleshooting and engineering escalations; coordinating outage response; analyzing support trends; and partnering with implementation, clinical, engineering, and leadership teams.

Leads a global Level 1 or Level 2 technical client support team, overseeing hiring, coaching, workflows, performance metrics, escalations, incident response, and knowledge management. Partners with Product, Engineering, Platform Support, and Client Success to resolve systemic issues and improve service quality. Ensures compliance with security and privacy controls, including NIST 800-53, ISO 27001, and SOC 2. Uses client insights and operational data to improve processes, documentation, staffing, and scalable support solutions.