Top Customer Success & Experience Jobs in Reno, NV

Leads and develops a team of Customer Success Managers responsible for customer adoption, value realization, retention, renewals, and expansion. Owns team operating rhythms, customer health reviews, forecasts, playbook execution, escalation management, and revenue outcomes. Partners with Sales, Product, Marketing, Professional Services, and Support to resolve risks and improve customer value. Uses customer success platforms, dashboards, and health scores to manage performance and drive continuous process improvement.

Serve as a trusted technical advisor to customers, guiding onboarding, adoption, implementation, consumption, and expansion of Elastic solutions. Develop technical success plans, align platform capabilities with business objectives, resolve technical friction, coordinate with support and services teams, and identify opportunities to increase customer value and recurring revenue. The role requires hands-on technical expertise, customer relationship management, onsite work, and significant travel.

Manage partner brands through ServiceTitan onboarding, implementation, adoption, optimization, and long-term success. Lead project timelines and go-live execution, translate legacy workflows into scalable processes, train and coach operational teams, resolve escalations, review performance scorecards, and drive continuous improvement across multiple residential service brands.

Manage a high-volume portfolio of B2B SaaS partner and reseller accounts, driving product adoption, campaign launches, engagement, retention, and measurable customer value. Build success plans, lead enablement sessions, guide data and product conversations, identify risks, and create recovery plans. Use HubSpot and customer data to prioritize actions, maintain account visibility, and coordinate with Support, Product, Engineering, and partner teams. Develop scalable playbooks, webinars, workshops, and adoption programs.

Provides advanced technical support for financial institution customers, configuring backend settings and third-party integrations, investigating incidents, resolving complex issues, and collaborating with Product, Engineering, and Activation teams. Mentors support specialists, creates runbooks, facilitates training, documents bugs and enhancement requests, and translates business requirements into scalable configurations.

Lead and develop the customer support team, oversee case intake through resolution, manage escalations, monitor support KPIs and CSAT, improve processes, and drive self-service and case deflection. Collaborate with Product, Engineering, Implementation, and leadership to address recurring issues, communicate customer insights, improve documentation, and enhance support efficiency and customer experience.

Own and grow a portfolio of higher education customers through renewals, account expansion, pipeline generation, discovery, demos, forecasting, and closing. The role requires managing commercial relationships across complex institutions, identifying new departments and stakeholders, and meeting customers at campuses and industry events. The Account Manager will use Salesforce, collaborate cross-functionally, and operate remotely from the U.S. East Coast with frequent travel.

Leads and develops a SaaS onboarding team, overseeing customer implementations, workload, performance, service quality, metrics, risks, and outcomes. Partners cross-functionally to improve onboarding processes, coordinate resources, address escalations, and deliver a consistent customer experience. Coaches team members on communication, expectation setting, objection handling, and change management while using customer feedback and performance data to guide improvements.

Own a portfolio of mid-market insurance agency accounts from onboarding handoff through adoption, renewal, and expansion. Monitor account health, resolve issues with Support, drive platform adoption, and translate customer feedback into product and engineering priorities. Build scalable customer success processes, including success plans, QBR templates, health scoring, enablement materials, and automation. The role requires strong B2B SaaS customer success experience, cross-functional collaboration, and excellent communication.

Manages and coaches an Implementation Strategist team, owning go-live, CSAT, and implementation-time metrics. Supports clients through onboarding, assigns accounts, balances team capacity, improves implementation processes, and partners with Sales, Support, Customer Success, and Product. The role also contributes to scaling the implementation function and executing strategic initiatives while maintaining a customer-first SaaS experience.