Top Remote Customer Success & Experience Jobs in Phoenix – Mesa – Scottsdale, AZ

Own the full customer lifecycle for approximately 150 mid-market and enterprise SaaS accounts across North and South America. Lead onboarding, adoption, retention, renewals, expansion, billing, and escalations while driving GRR and NRR. Build executive relationships, monitor customer health and product usage data, deliver business reviews and enablement, develop scalable playbooks, and collaborate cross-functionally to resolve issues and influence product improvements.

Owns the end-to-end customer experience for the WasteX program, including onboarding, relationship management, value creation, ROI delivery, problem resolution, and retention. Partners with senior executives, frontline teams, and internal leaders to implement programs, improve products, and drive continuous growth. Requires strong business acumen, communication, analytical thinking, process discipline, and experience with technology platforms and SaaS models.

Leads the modernization of post-sales operations across implementation, support, and customer success for 9,000+ B2B SaaS customers. Owns retention, renewals, expansion alignment, forecasting, KPIs, and scalable operating models. Oversees customer-facing teams, drives AI-enabled efficiency initiatives, partners cross-functionally to relay customer feedback, and fosters continuous improvement and professional growth.

Leads client software deployments from initial implementation through subsequent releases. Gathers credentials, requirements, and documentation; prepares and reviews product workbooks; troubleshoots third-party issues; supports configuration validation and UAT activities; and helps clients understand software capabilities and best practices. Coordinates project resources and timelines while acting as a liaison between clients and internal departments, including Product.

Own a portfolio of 80–100 SaaS accounts valued at approximately $4M in recurring revenue. Manage onboarding handoffs, adoption, renewals, retention, executive relationships, risk mitigation, and customer health. Lead business reviews, identify expansion opportunities for handoff, represent customer feedback internally, and collaborate cross-functionally with Product, Support, Sales, and onboarding teams. Help shape customer success processes and use AI tools to improve workflows.

Manages healthcare and pharmacy benefit management client relationships throughout onboarding, implementation, service delivery, and renewal. Leads client teams, coordinates cross-functional projects, monitors service levels, analyzes claims results, resolves configuration issues, and ensures contractual compliance and customer satisfaction. The role also identifies operational improvements, supports business development, educates clients on systems, and manages implementation milestones. Domestic travel of up to 30% is required.

Own a portfolio of managed service customers as the primary accountability point for onboarding, compliance and technical project execution, customer communication, retention, renewals, and upsell identification. Coordinate internal teams, manage project workflows, monitor KPIs and account health, resolve escalations, conduct quarterly business reviews, and build strategic relationships across customer organizations. The role is remote and focused on cybersecurity, compliance, managed IT, and defense-industry clients.

Manage strategic relationships with enterprise SaaS customers after implementation. Drive adoption, retention, satisfaction, and measurable customer outcomes through executive engagement, quarterly business reviews, account health monitoring, and usage analysis. Identify expansion opportunities, collaborate with Sales and internal product teams, advocate for customer needs, maintain account records in Planhat, and travel to key customer sites and events approximately 25% of the time.

Leads a multi-level customer support organization for proprietary software, overseeing managers, escalations, service delivery, customer experience, operational metrics, budgets, billing, documentation, and continuous improvement. Partners with internal teams and senior leadership, drives AI and automation adoption, manages invoices and expenses, and supports strategic initiatives. Requires approximately 25% travel to customer sites, conferences, and company meetings.

Own complex, high-priority technical escalations from intake through resolution. Diagnose Zoom customer issues using logs, packet captures, SIP traces, and other tools; collaborate with engineering on fixes and workarounds; lead critical incident meetings; communicate with technical and executive stakeholders; document resolutions; provide customer feedback; and mentor Tier 2 support teams.