Top Remote Customer Success & Experience Jobs in Raleigh-Durham, NC

Provide phone and live-chat support to clients and therapists, troubleshoot platform issues, educate customers, and advocate for their needs. Investigate root causes, collaborate with Product teams to improve the platform, meet quantitative support metrics, and adapt independently in a fast-paced remote startup environment.

Manages high-touch customer success engagements and serves as the primary IT service contact for assigned accounts. Develops customer success and action plans, coordinates escalations and outage resolution, leads support teams, manages service delivery and scope, and conducts quarterly or monthly service reviews. Partners with engineering, delivery, and solution center teams to maintain customer satisfaction, analyze service trends, improve processes, and achieve business objectives.

Support Dscout clients in designing, recruiting, fielding, analyzing, and managing user research projects on the platform. Train clients on platform features, recommend research methodologies, create educational materials, assist with billing and administration, support research participants, and communicate client feedback internally to improve the product. The role requires strong client service, project management, user research knowledge, qualitative analysis skills, organization, empathy, and technical curiosity.

Provide advanced technical support for enterprise B2B SaaS customers, serving as an escalation point for complex integrations, compliance workflows, SSO/SCIM issues, APIs, and data synchronization. Partner with customers during onboarding and audit preparation, lead root cause analysis, manage escalations, collaborate with Product and Engineering, mentor support specialists, and improve documentation and support processes while meeting service-level and customer satisfaction targets.

Manage and grow a regional portfolio of Acquia customers by driving retention, renewals, upsell and cross-sell opportunities. Responsibilities include onboarding, strategic account planning, quarterly business reviews, forecasting, pipeline development, escalation resolution, partner co-selling, and CRM/database maintenance. The role requires managing high-volume accounts, meeting quota and renewal goals, collaborating cross-functionally, and maintaining strong customer relationships.

Manage a regional portfolio of mid-market and enterprise customers from onboarding through renewal. Drive product adoption, customer value, retention, and expansion by developing success plans, monitoring customer health, conducting reviews, supporting renewals, identifying expansion opportunities, resolving escalations, and sharing feedback with Product. Collaborate cross-functionally with Sales, Support, Engineering, Renewals, and Onboarding while maintaining accurate customer records and improving customer success playbooks.

Own strategic relationships with major B2B animal health partners, serving as their primary contact. Develop media plans, manage campaign execution, analyze performance data, lead business reviews, create presentations, onboard and train stakeholders, gather requirements and feedback, and identify growth opportunities. Coordinate internal and external teams, maintain timelines, and recommend improvements that increase partner value and campaign performance.

Own the operational health of strategic merchant integrations through monitoring, troubleshooting, SLA delivery, technical investigations, and root-cause analysis. Design custom integration solutions, lead technical initiatives, support launches and product adoption, influence roadmaps, create operational playbooks, and mentor TAMs. The role progresses toward end-to-end ownership of a strategic account portfolio while partnering with Product, Engineering, Operations, Customer Success, and support teams.

Supports and maintains enterprise customer web integrations using Smartling’s web proxy solution. Owns technical tickets, troubleshoots browser and network issues, leads customer workshops, creates diagnostic scripts and tooling, manages production configuration changes, and collaborates with Engineering on product fixes. The role requires strong web technologies, debugging, communication, and customer-facing technical consulting skills.

Lead implementation strategy and customer rollouts for major B2B opportunities, partnering with Sales, Account Management, Product, and Engineering. Manage and coach Implementation Managers, oversee deployment milestones, deliver customer training, drive product adoption, remove implementation blockers, and establish scalable onboarding processes. Serve as the senior implementation voice for strategic customers and ensure smooth transitions to Account Management.