Top Customer Success & Experience Jobs in Reno, NV

Build Nango’s customer success function by managing strategic developer-tool and technical SaaS accounts, driving adoption, renewals, and expansion. Develop relationships with technical users and executives, identify use cases and adoption risks, resolve customer blockers with Engineering, and create scalable playbooks for serving more than 700 customers. Track customer health, retention, and growth while partnering closely with the founders.

Own customer onboarding from signed agreement through first results, including sales handoff, stakeholder engagement, technical setup, data validation, use-case development, escalations, and transition to Customer Success Managers. Build scalable onboarding playbooks, systems, and tools; document best practices; train future teammates; and use AI to develop workflows and automations. The role is fully remote and supports mid-market and enterprise brands.

Manage a portfolio of SaaS customers, driving retention, renewals, upsells, cross-sells, and professional services sales. Build strategic account plans, engage executive stakeholders, maintain CRM forecasting, conduct account reviews, resolve escalations, and advocate for customer needs. Collaborate with sales, product, support, services, and marketing teams while analyzing account health and documenting best practices.

Lead client onboarding and success: proactively guide customers to outcomes, identify and resolve friction, build retention rituals, gather feedback and wins, and use data/AI-augmented dashboards to scale client journeys in a remote, async, project-based role.

Provides technical support to customers through phone and email, manages and prioritizes support cases, tracks resolutions, and maintains customer satisfaction metrics. Supports sales, study management, marketing, and QA activities while developing expertise in Medrio’s SaaS platform and clinical research industry. The role includes structured onboarding, progressive responsibility, and collaboration with internal teams.

The Strategic Account Manager will manage client portfolios, drive account growth, conduct market research, and provide strategic insights, all while ensuring client satisfaction.

Manage health plan partnerships from implementation through ongoing value delivery, retention, renewals, and expansion. Coordinate internal teams, represent client needs, oversee program KPIs, support contracting conversations, produce client reporting, and drive operational improvements. The role requires strong healthcare payer knowledge, relationship management, analytical skills, and project coordination. It is fully remote with at least quarterly travel to client meetings.

Support enterprise clients through product onboarding, implementation, and ongoing technical assistance. Lead client presentations, troubleshoot production and data-processing issues, manage technical support tickets, and collaborate with Client Services, Sales, and Operations. Develop product expertise and serve as a key client contact through calls and high-touch communication.

Own strategic enterprise customer accounts, creating success plans, driving platform adoption and measurable value, managing risks, supporting renewals and expansion, and coordinating with Product, Support, Implementation, Marketing, and Sales. Lead executive business reviews, enablement sessions, recovery plans, customer advocacy, and account health reporting while influencing cross-functional teams without direct authority.

Leads and develops a senior client success team while building scalable operating systems, escalation paths, account coverage models, playbooks, health scoring, and renewal workflows. Owns executive relationships with employers, TPAs, PBMs, and benefits consultants; oversees retention, utilization, satisfaction, and resolution metrics. Partners cross-functionally to improve service delivery, manage portfolio risks, support renewals and expansion, and deliver a high-touch client experience during rapid growth.