Top Remote Customer Success & Experience Jobs in Philadelphia, PA

Support customers throughout their lifecycle by driving adoption, retention, and satisfaction. Monitor customer health and usage metrics, prepare business reviews and enterprise reporting, surface feedback, support sales and implementation handoffs, assist with expansion and advocacy, and create customer education and enablement resources. The role requires cross-functional collaboration and occasional customer travel.

Serve as the primary liaison for Stord Parcel customers, guiding onboarding, integrations, shipping strategy, carrier diversification, and delivery performance optimization. Lead business reviews, analyze shipping and financial data, audit invoices, resolve accounts receivable discrepancies, and provide customer feedback to Product and Engineering. Advise brands on parcel logistics, rate optimization, last-mile delivery, and service improvements while strengthening customer relationships and loyalty.

Coordinates national account launches from signed agreement through go-live, ensuring documentation, pricing, service coverage, account setup, and billing readiness. Supports post-launch customer communication, issue resolution, work order monitoring, billing coordination, account health tracking, reporting, and corrective actions. Collaborates across National Accounts, Operations, service providers, franchisees, and Accounts Receivable while escalating risks and identifying process improvements.

Provides functional Sage Intacct and ERP support to clients, troubleshooting and resolving routine, complex, and escalated issues. Responsibilities include triaging and documenting tickets, managing SLAs, prioritizing requests, identifying root causes, maintaining customer relationships, creating knowledgebase content, and coaching support colleagues. The role also collaborates with consultants, sales, and management to improve processes, support service continuity, and maximize customers’ use of Intacct functionality.

Implements and supports regulated manufacturing software applications for biotechnology, pharmaceutical, and medical device customers. Responsibilities include technical consultations, requirements assessment, implementation planning, installation, configuration, integrations, upgrades, troubleshooting, validation, and customer testing. The role coordinates customer and internal stakeholders, manages project dependencies and risks, supports pre-sales activities, documents implementations, communicates technical decisions, and relays customer feedback to product management. Travel is required up to 10%.

Owns post-sale customer relationships throughout onboarding, implementation, renewal, and expansion. Manages account plans, retention, churn prevention, upsell opportunities, business reviews, escalations, and customer feedback. Supports migration to and adoption of the GateWay platform while coordinating with Sales, Product, Operations, Compliance, Finance, and Delivery teams. Maintains Salesforce records and helps improve Customer Success processes.

Own outcomes for a portfolio of RelativityOne subscription accounts by driving adoption, value realization, renewals, and ROI documentation. Monitor health scores and adoption signals, proactively remediate risks, maintain Gainsight records, and deliver onboarding, training, and targeted customer engagements. Use AI tools to create communications, analyze usage patterns, and scale customer programs. Partner with Sales, Adoption Services, and internal teams to improve customer outcomes and contribute to playbooks.

Leads a client services pod encompassing multiple senior directors and teams. Owns delivery quality, executive client relationships, escalations, retention, expansion, customer outcomes, and operational excellence. Coaches leaders, supports hiring and capacity planning, establishes scalable workflows, and partners cross-functionally with Sales, Product, Data, Operations, and Medical teams to improve client satisfaction and revenue retention.

Own the renewal cycle for a portfolio of B2B SaaS construction technology customers, managing approximately 150 annual renewals. Retain existing revenue, negotiate pricing and terms, identify expansion opportunities for additional modules and usage, and maintain accurate forecasts in HubSpot. Partner with Customer Success on churn prevention and account health, while building the company’s renewal playbook, health scoring process, and module expansion strategy.

Own post-sale onboarding: run initial calls, get clients hands-on with the browser extension, respond to support, monitor usage, collect product feedback, schedule check-ins, and drive activation and retention.