Top Senior Level Customer Success & Experience Jobs in Tampa Bay, FL

Primary relationship manager for a portfolio of mid-to-high complexity commercial clients overseeing insurance programs, renewals, retention, and compliance. Lead multi-year renewal strategies, analyze complex loss and exposure data, deliver Quarterly Business Review insights, and resolve escalated service, billing, and coverage issues. Collaborate with advisors, carriers, and internal teams to ensure seamless execution and mentor colleagues to improve processes and client retention.

Lead technical support for customers, diagnose issues in LLM applications, work with engineering to resolve bugs, and mentor support engineers.

The Senior Director, Client Services will lead client partnerships, ensuring alignment of loyalty strategies with enterprise goals, drive growth, and manage cross-functional collaboration.

Own post-sales relationships for Fortune 500 clients, lead enterprise-scale implementations and HRIS/ATS integrations, develop executive success plans, train client teams, analyze and present ROI/KPIs, drive adoption and upsells, and represent customer needs to Product and engineering to ensure compliance and strategic impact.

Own the post-sale customer lifecycle for enterprise software customers by driving adoption, value realization, retention, and growth. Build executive relationships, develop customer success plans, coordinate cross-functional resources, resolve complex issues, communicate product value, and support renewals through metrics gathering, pricing, quoting, negotiation, and closure.

Owns relationships with RIA partner firms and advisors from onboarding through ongoing referral activity. Responsibilities include advisor orientation, platform and process education, attorney introductions, engagement monitoring in HubSpot, re-engagement outreach, monthly firm touchpoints, educational programs, post-referral follow-up, and coordination with Client Success. The role identifies friction and disengagement patterns while ensuring advisors and their referred clients receive effective support throughout the estate planning process.

Own the technical relationship for strategic accounts, leading onboarding, SDK and API integrations, production health, incident response, release management, and technical project delivery. Translate customer needs into product feedback, coordinate internal engineering and support teams, monitor account health, and develop AI-assisted workflows and documentation. Requires strong technical communication, autonomy, multi-account management, cloud fundamentals, SQL, scripting, and experience with web or mobile integrations.

Leads complex enterprise technical support investigations across production and pre-production environments. Troubleshoots API Gateway, AI Gateway, cloud, authentication, and containerization issues; produces knowledge articles, executive summaries, and root-cause analyses. Partners with engineering, product, customer-facing teams, and leadership to improve product stability and customer experience. Mentors support engineers, manages escalations, and drives cross-functional technical projects for high-value enterprise customers.

Lead and develop a team of 4–6 Customer Success Managers across EMEA and APAC. Coach renewals, churn prevention, expansions, forecasting, and account health management. Improve customer success processes, playbooks, onboarding, and documentation while maintaining accurate Salesforce and Planhat data. Partner with Sales, Support, CSE, and Product to drive retention and revenue outcomes. This fully remote role supports Commercial, Enterprise, and select Strategic customers.

Own renewals and recovery of stalled enrollments by running outreach, calls, campaigns, and appointments. Build renewal cadences, scripts, and recovery processes. Analyze customer data to identify churn drivers and drive fixes with product, pricing, and partner teams. Act as the voice of the customer in cross-functional renewals work.