Top Remote Customer Success & Experience Jobs in Providence, RI

Manage a portfolio of school and district partners across the customer lifecycle. Lead SaaS onboarding, training, adoption, success planning, and retention initiatives while serving as a strategic advisor. Develop customer health metrics, KPIs, and operational improvements; identify risks, reduce churn drivers, and guide product development using customer insights. Collaborate with Implementation, Sales, and Analytics teams to improve customer outcomes and platform engagement.

Leads Cloudbeds’ Customer Recovery team, overseeing retention, risk triage, executive escalations, and cross-functional Fire-Team interventions for at-risk hospitality accounts. Coaches and develops Recovery Coaches, manages recovery operations, drives proactive save motions, and converts customer-risk insights into product and process improvements. Partners with Product, Engineering, Support, Sales, and CS Operations to improve customer outcomes using AI tooling, automation, and Salesforce reporting.

Leads a team of Renewal Managers responsible for customer retention, renewal revenue, forecasting, negotiations, and churn-risk management. Coaches team members, oversees complex escalations, ensures accurate Salesforce records and renewal documentation, and partners with Customer Success, Account Management, Finance, Legal, Deal Desk, and Operations. The role also improves renewal workflows, playbooks, reporting, and contract-term strategies while maintaining commercial discipline and customer relationships.

Provide first-line support to enterprise customers by triaging and resolving tickets, troubleshooting the Scout platform, and escalating issues when needed. Build support workflows, knowledge-base documentation, routing rules, SLAs, and escalation paths. Analyze recurring issues and share product insights with engineering and product teams. Support customer engagement projects and grow into a customer success role focused on enterprise relationships, adoption, and retention.

Own technical success for a portfolio of enterprise SaaS customers by analyzing data, identifying optimization opportunities, configuring platforms and integrations, troubleshooting issues, and translating technical findings into business recommendations. The role partners with Product, Engineering, Customer Success, and Implementations to improve adoption, processes, documentation, and measurable customer outcomes while leveraging AI tools and analytics.

Manage strategic relationships with mid-market SaaS customers, helping them maximize platform value, adoption, retention, and ROI. Responsibilities include leading renewals, identifying expansion opportunities, conducting business reviews, delivering training, monitoring customer health, developing executive relationships, documenting success plans, and advocating for customer needs internally. The role requires collaboration with Sales, Product, Professional Services, and Support teams, along with up to 25% travel.

Provides senior technical support for enterprise infrastructure customers, diagnosing hardware, networking, storage, cloud, and distributed-system issues. Serves as the liaison between customers, account teams, partners, and Engineering; monitors systems, manages support cases, documents solutions, improves product supportability, and contributes to customer-facing knowledge resources. Requires on-call availability, flexible work hours, and potential regional or international travel.

Resolve high-volume customer tickets involving account access, billing, and subscription plans. Follow macros, playbooks, and AI-assisted support suggestions to provide accurate responses. Identify issues requiring product judgment or creative-tool troubleshooting and route them to appropriate support tiers. Flag recurring questions for potential macro creation while maintaining speed and accuracy in repetitive, process-driven work.

Own customer onboarding, implementation coordination, training support, ongoing relationship management, and monthly check-ins for churches using Nurture. Translate between customers and engineering, document scalable playbooks, improve support workflows, and identify automation opportunities. The role will progressively manage an assigned book of approximately 50 churches while partnering with the Head of Customer Experience and traveling periodically for in-person training and customer engagements.

Leads strategic relationships with North American construction executives, driving adoption and measurable outcomes from Buildots’ construction intelligence platform. Advises clients on best practices, develops enterprise initiatives and ROI analyses, identifies account expansion opportunities, and partners with Sales, Product, Marketing, and Customer Success. The role requires deep construction or ConTech expertise, consultative relationship management, change management, and the ability to influence senior stakeholders and product development.