Headquarters: Canada – Remote

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That’s ending, fast. Over the next 69 months, AI will take on more of the routine, repetitive cases at Elation. That doesn’t shrink the human role it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers.

We’re hiring Support Engineers to anchor that shift: people who don’t just close tickets, but trace them back to the line of product code causing them, ship the fix that resolves the customer’s problem immediately, and partner with senior engineers on the cases complex enough to need them.

You might be the recent engineering grad who spent a summer at a busy front desk, in a popular restaurant, or on a support line because you like people as much as you like problems, and who’s been quietly automating things nobody asked you to fix since your first CS class. Or, you might be the person who leads team projects, tinkers with the dashboards, automations, or workflows so automatically that colleagues assume you are an engineer even if you arent. If that sounds like you, this role turns that problem-solving instinct into your core responsibility.

As a Support Engineer, you’ll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn’t how many cases you closed; it’s how much you reshaped the conditions under which cases happen.

Role and Responsibilities

• Synthesize and share customer insights. Surface patterns from your cases in weekly and monthly reports, participate in Product and Engineering discussions with what you’re learning, and mentor Support Team members on AI workflows, scripting, and SQL queries.
• Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can’t safely close. Build and protect customer trust in moments that matter.
• Build and own AI quality. Configure AI within Elation’s stack (intents, knowledge sources, escalation rules), build lightweight external automations and scripts, and own the quality of AI outputs in your domain.

What success looks like in your first 6 months

• Delivered solutions that reduced case volume by 10% or eliminated recurring issue categories, with measurable customer impact (e.g., CSAT, reduction in case reopens)
• A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume
• Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster
• You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it
• You build with AI to make yourself and the teammates around you faster automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Support can run with
• You’ve picked up or sharpened a technical skill SQL, Python, an API, a scripting language specifically because a customer problem needed it, not because a course assigned it
• Mentors Associate teammates on AI builds and pattern synthesis
• Identified and closed gaps across internal and customer-facing documentation, improving accuracy and reducing repeat questions.

Professional Qualifications

• 15+ years of experience in Engineering, data analytics, or AI/automation tinkering in any field OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure (support, hospitality, retail, service, resident advising)
• Comfortable enough with code to experiment : you’ve written scripts, touched an API, or built something in Python, SQL, or JavaScript even if it was just for a class project , team project or yourself
• A concrete portfolio of things you’ve built or shipped: prompt-engineered systems, dashboards, automations, class or personal projects with evidence of outcomes
• Strong customer-facing communication and trust-building skills
• Pattern recognition and synthesis muscle
• AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems not just use them
• A deep desire to drive results for our customers, with high ownership over the outcomes you own
• Curiosity and natural problem-solving instincts
• An instinct to raise the bar for the teammates around you teaching others to build and synthesize, not just modeling it yourself

Show us your work

Along with your application, in a cover letter send us:

1. 23 things you’ve built or shipped that changed a metric or outcome a work project, a personal build, or something from school or an internship what you made, who it was for, why you needed to do it, and what changed.
2. A short story about a time your analysis or insight changed a decision someone else made.

Salary range

$70,000 – $95,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elations mission of helping independent primary care thrive.

To apply: https://weworkremotely.com/remote-jobs/elation-health-case-resolution-engineer

Headquarters: United States (Remote)

Title: Senior Director, Global Customer Support

Department: Support / Operations (iO)

Reports To: Chief Customer Officer

FLSA Status: Exempt

Location: US Remote

Position Overview

The Senior Director, Global Customer Support is a key executive leader responsible for defining and executing Proves worldwide support vision, strategy, and operational framework. Reporting to executive leadership, this role oversees a dual-shore support delivery model – leading high-performing US-based technical support and escalation teams while governing offshore support operations and BPO/vendor partners across global regions.

This leader will drive continuous evolution across Prove’s global support ecosystem to ensure world-class customer experience, SLA performance, and scalable support architectures that support rapid enterprise growth, while optimizing the scope, capacity, and productivity of each support tier. Working closely with Product, Engineering, Revenue, and Customer Success, the Senior Director will champion the voice of the customer, transform support through AI and self-service automation, and foster a culture of technical excellence across all geographic hubs.

Key Responsibilities

Global Leadership & Dual-Shore Operations (US & Offshore)

• Global Team Architecture: Build, scale, and lead a high-performing global support organization consisting of US-based engineers and offshore multi-tier support teams.
• Offshore & Vendor Governance: Direct offshore vendor partnerships, BPO relationships, and captive international teams, ensuring seamless follow-the-sun coverage, strict quality assurance, and aligned culture.
• Talent Development & Culture: Inspire, mentor, and build career pathways for support managers, leads, and engineers across US and international hubs.

Strategic Vision & Operational Excellence

• Support Strategy & Scalability: Define and execute the global technical support strategy, aligning organizational goals with enterprise customer growth and retention. Assess team capabilities and optimize skills and experience to reduce burden on internal teams.
• SLA & KPI Performance: Establish, monitor, and optimize global performance frameworks (CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, Escalation Rates).
• Process Standardization: Design and enforce standardized standard operating procedures (SOPs) across domestic and offshore teams to maintain consistent high-quality service delivery globally.
• Executive reporting: Real time dashboards and consistent reporting to ET on the health of customer support, bottlenecks and top issues raised by customers.

Digital Transformation, Systems & AI Automation

• Modernization & Systems Leadership: Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems.
• Self-Service & AI Integration: Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries and empower support teams.
• Data & Analytics Insights: Deliver executive-level operational dashboards and qualitative/quantitative insights to quantify support business impact and identify root-cause trends.

Executive Escalation & Cross-Functional Alignment

• Enterprise Escalation Management: Define and implement an escalation management process to ensure effective resolution and clear communication internally and externally, for critical platform incidents and high-value enterprise customer issues.
• Design and implement internal escalation flows to the different internal teams owning ticket resolution, with clear visibility into bottlenecks and aging issues.
• Voice of Customer (VOC) Feedback Loop: Partner closely with Product, Engineering, Platform Engineering, and Revenue leadership to systematically channel support insights into product roadmap improvements and defect remediation.
• Cross-Functional Collaboration: Collaborate with Sales and Customer Success teams to optimize retention, expansion, and customer onboarding experiences.

Qualifications and Experience

• Industry Experience: 1215+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success within global SaaS, fintech, identity, or complex cloud API environments.
• Leadership Track Record: 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level.
• Dual-Shore & Offshore Management: Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.
• Technical Agility: Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems (e.g., Salesforce Service Cloud, Zendesk, Jira, PagerDuty, AI platform tooling).
• Analytical & Operational Expertise: Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics.
• Executive Communication: Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients.
• Education: Bachelors degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience (Masters or MBA preferred).

Offered salary will be determined by the applicants education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

To apply: https://weworkremotely.com/remote-jobs/prove-senior-director-global-support

Headquarters: Florida

URL: https://www.shyftoff.com/

Set your own hours, take inbound banking card calls from home, and earn up to $350 in certification bonuses. The contract has a pool of 20,000+ hours of work available every month.

Earnings at a Glance

• 15.0017.00 per hour, plus performance incentives

• $300 certification bonus once you complete 200 productive hours

• +$50 bonus if you certify within 6 weeks

• Choose your own hours. Coverage runs 24/7, every day

• Remote, U.S.-based, 1099 independent contractor

The Opportunity

Help cardholders manage their money with confidence. You’ll take inbound calls from people who rely on their cards for everyday life. They might be activating a new card, replacing a lost one, sorting out a disputed charge, or getting a time-sensitive payment through. These moments matter, and you’re the person who makes them go smoothly.

What the Work Involves

• Inbound calls on card activation, replacements, lost or stolen cards, balances, and account questions

• Payments, transfers, and disputes, handled accurately and securely

• Identity verification and strict security and compliance protocols on every call

• Spotting potential fraud and helping resolve it with composure

• Accurate documentation of every interaction

You’re a Fit If You Bring

• Clear, empathetic phone communication, even when callers are stressed

• Care for protecting sensitive financial information

• Comfort moving between multiple systems at once

• Composure and problem-solving in a fast-paced environment

• Strong plus: banking, card, financial services, or contact center experience

Your Path to Starting Work

1. Week 1: Apply. Create your ShyftOff account and apply to the Financial Services campaign.

2. Weeks 23: Screening & credentialing. Federal background check, fingerprinting, drug screening, and credential issuance.

3. Weeks 45: Certification. Simulations and scored mock calls. Standards and examples of required work product are demonstrated.

4. Week 6: Practice calls & go-live. Show that your work meets the program’s accuracy and quality standards, then start choosing open hours.

Screening Cost: Please Read Before Applying

This is a federally backed program, so every contractor must complete third-party credentialing before taking live calls. As an independent contractor, you pay these providers directly:

• Extensive federal background check

• Fingerprinting

• Drug screening

• YubiKey security device (yours to keep)

Total: $299, paid to third-party providers. It’s due only when you move into credentialing, not at sign-up.

What You’ll Need

• Ability to pass federal background, fingerprint, and drug screening

• A quiet home workspace and reliable high-speed internet

• Commitment to completing self-paced certification (about 6 weeks)

How to Apply

1. Create your agent account at https://www.shyftoff.com/agents

2. Apply to the Financial Services campaign from your dashboard

This is an independent contractor (1099) opportunity. You set your own schedule, work remotely, and provide your own workspace and equipment.

To apply: https://weworkremotely.com/remote-jobs/shyftoff-remote-financial-services-agent-independent-contractor-inbound-card-account-support

Headquarters: US Remote

About the team and role

The Customer Resilience Manager (CRM) is a key role within the Customer Success organization. The successful candidate will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The CRM works as the driver, customer advocate, and primary point of contact between Rubrik and its select clients, managing their life cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CRM functions as an extension of the Sales Account Team and partners with the customer to achieve faster adoption, time to value, and overall engagement and satisfaction. CRMs drive product enhancements and manage escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management.

The position’s objective is to deliver an industry-leading customer experience for Rubrik customers, both proactively and reactively. To succeed as a CRM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop and achieve the customer’s tactical and strategic business objectives.

What you’ll do

• Become familiar with the account background, key stakeholders, goals, requirements, and expectations of Rubrik.
• Ensure timely responses and communications to provide a high degree of customer satisfaction.
• Jointly develop a success plan with the customer and drive to achieve their goals and objectives.
• Be flexible, and provide a tailored, comprehensive, focused, and value-driven customer experience.
• Own and drive the customer’s overall journey, experience, and touch points with Rubrik.
• Monitor the customer’s environment, identify proactive activities to prevent issues, and keep the account in good standing.
• Provide insight, performance benchmarking, and recommendations to the customer.
• Own product activation and usage for the account, tracking adoption against goals and closing gaps proactively.
• Drive the renewal of all purchased products and services for the account, engaging early to secure renewal and prevent churn.
• Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.
• Engage Support, Escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer.
• Manage account and case escalations, including customer and account team expectations around support, and create virtual cross-functional teams as needed to achieve customer goals.
• Drive continuous improvement, lessons learned, and other processes to prevent escalations.
• Develop POC awareness with SEs and Account Directors, and generate weekly reports for customer and support teams.
• Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders.
• Coordinate, craft, and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.
• Closely monitor top issues and trends, and take necessary proactive action to prevent or limit customer exposure.
• Own the entire customer lifecycle, including onboarding, ongoing experience, and measures to ensure product adoption, growth, and renewal.

Experience you’ll need

• Bachelor’s degree in a computer-related discipline preferred.
• 8+ years of experience in a customer success and/or technical account management role in a technology-based company.

Skills

• Competent, knowledgeable, and confident able to coordinate and lead required resources to address customer requirements.
• Passionate about customers strong customer orientation, proactive and positive by nature.
• Cross-functional and collaborative able to assemble and lead team initiatives and resources.
• Excellent presentation, written, and verbal communication skills.
• Able to confidently present to and communicate with executive audiences, both internal Rubrik leadership and customer executives/senior management.
• Skilled at tailoring messaging and tone for different levels of an organization, from technical stakeholders to C-level executives.
• Proven experience with escalation management and proactive account management at the global enterprise level.
• Self-driven, proactive, hardworking team player.
• Excellent interpersonal and teamwork skills; proven ability to build working relationships at all levels of management.
• Proven ability to partner successfully with multiple teams and customers outside their direct influence.
• Able to travel to other locations and customer sites on occasion.
• Willing to work outside standard business hours when situations dictate.

To apply: https://weworkremotely.com/remote-jobs/rubrik-job-board-customer-resilience-manager-customer-success-remote

Headquarters: Remote

Maven Clinic is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women’s and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. Recognized for innovation and industry leadership, Maven has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company’s Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at mavenclinic.com

An award-winning culture working towards an important mission Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023, 2026)
• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024)
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• Fast Company Most Innovative Companies (2020, 2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)

The Role

Maven is seeking a Customer Success Director to own a portfolio of our most strategic and complex client partnerships.

This is a senior individual contributor role reporting directly to the VP of Client Success. You will act as a trusted advisor to VP-level Benefits leaders, own global account strategy, and drive measurable business and clinical outcomes across a portfolio of high-value employer and payer accounts. As the team grows, this role may evolve into a player-coach, taking on direct reports alongside your book. Candidates with people leadership experience are encouraged to raise it, though it is not required.

This role is both strategic and revenue-driving, taking direct accountability for net revenue retention, renewal health, and expansion readiness. You will translate member outcomes into quantifiable business value for clients, orchestrate cross-functional motions with Sales, Renewals, Product, and Analytics, and build the strategic account plans that protect and grow Maven’s revenue. This is not a reactive support role. It is a commercial leadership position that requires equal parts relationship depth, analytical rigor, and business acumen.

Candidates who thrive in this role may have previously held titles such as Client Success Manager, Account Manager, Relationship Manager, Sales Executive, or Account Executive.

What You’ll Do

• Report directly to the VP of Client Success, partnering closely on account strategy, operating cadence, and Client Success priorities.
• Own executive-level relationships with VP-level Benefits leaders, brokers, and consultants across a portfolio of high-value accounts, positioning Maven as a strategic partner.
• Drive enrollment attainment and expansion pipeline across your book, partnering with Renewal Managers on renewals and Sales Directors on expansion.
• Contribute to the playbooks, standards, and operating cadence that make Client Success repeatable and scalable, including account planning, business reviews, escalation paths, and CRM discipline.
• Proactively map and engage new stakeholders across complex client organizations, expanding Maven’s influence and identifying new business opportunities.
• Translate client business goals into actionable success plans that demonstrate how Maven’s solutions drive ROI, cost savings, and measurable business and clinical outcomes.
• Deliver compelling, executive-ready narratives through business reviews and strategic updates tailored for benefits leadership audiences.
• Influence internal teams across Product, Operations, Marketing, and Clinical with client insights to shape roadmap, delivery, and innovation.
• Mentor and elevate Client Success teammates by modeling best-in-class commercial and executive engagement. Over time, this may include formally coaching or managing members of the team.
• Act as a thought leader for clients on workforce strategy, family benefits innovation, and healthcare trends.
• Represent Maven externally at senior-level client meetings, industry conferences, and forums.

What We’re Looking For

• 8+ years in client-facing roles, with 5+ years leading enterprise or global accounts.
• Proven commercial results you can quantify: enrollment or adoption attainment, expansion pipeline sourced, and retention outcomes on a named book.
• Strong understanding of client business objectives and the ability to align solutions to financial and strategic outcomes.
• Demonstrated success in stakeholder mapping and engagement, expanding relationships beyond initial champions to include new executive sponsors and decision-makers.
• Exceptional executive presence with the ability to consult, influence, and align VP-level Benefits leaders and senior decision-makers.
• Comfort operating in matrixed, global organizations and building coalitions across regions and business units.
• Discipline with systems and data. You keep CRM current without being asked and can build a narrative from Salesforce and Looker.
• Analytical and strategic thinker with strong EQ and storytelling skills.
• Passion for healthcare, innovation, and driving organizational change.
• Willingness to travel for executive meetings and to join Maven’s NYC office periodically for strategic planning.

Expanded Industry Scope

Experience may come from healthcare, benefits, SaaS, HR technology, talent management, biotech, pharma, or other adjacent industries where success requires managing complex enterprise clients, influencing senior stakeholders, and delivering measurable business or clinical outcomes.

Nice to Have

• Experience coaching, mentoring, or managing client-facing teammates, and interest in growing into a player-coach role.
• Experience building process and standards rather than only executing plays someone else wrote.
• Experience in digital health, benefits, or women’s and family health programs.
• Familiarity with Salesforce and Looker to support storytelling with data.

The base salary range for this role is $150,000 – 175,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on qualifications, experience, and skillset.

Remote, US (or Hub cities) Maven embraces a flexible hybrid work model. Our Hub teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and Seattle, WA.
For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday).
For those based in San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.
Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) areexpected to attend local Maven hosted Work Together Days.

This role requires active work authorization in the US.

To apply: https://weworkremotely.com/remote-jobs/maven-clinic-customer-success-director

Headquarters: Zurich, Switzerland

URL: https://quickmail.com

Requirements

Benefits

To apply: https://weworkremotely.com/remote-jobs/quickmail-technical-customer-support

Headquarters: North America (Remote)

This is a remote role that must be based in EST.

At Tines, our Customer Experience organization is recognized by customers for the quality of our work, responsiveness to their needs, and commitment to helping them realize meaningful value from our platform.

Within Customer Experience, the Renewals team plays a critical role in protecting and growing our customer relationships by creating a predictable, consistent, and customer-centered renewal experience. Renewal Managers partner closely with Customer Success, Sales, Revenue Operations, Finance, Legal, and Deal Desk to manage the commercial renewal process, navigate complex negotiations, identify risk early, and ensure customers can continue their partnership with Tines with clarity and confidence.

As Manager, Renewals, you will lead and develop a high-performing team of Renewal Managers responsible for executing renewals across our customer base. You will be accountable for renewal performance, forecasting accuracy, commercial execution, team development, and the processes that allow the function to scale.

You will also play a key role in strengthening the broader customer lifecycle at Tines, helping establish clear ownership and operating rhythms between Customer Success, Renewals, and Sales while ensuring that customer value, risk, and commercial strategy come together effectively at renewal.

What will you be doing?

• Lead and develop a team of Renewal Managers, providing coaching, commercial guidance, and clear direction to drive strong customer and business outcomes.
• Own renewal performance across the portfolio, with accountability for Gross Revenue Retention, renewal rate, churn and contraction outcomes, and on-time renewal execution.
• Establish and maintain a consistent renewal forecast, providing leadership with clear visibility into renewal timing, risk, expected outcomes, and areas requiring intervention.
• Guide Renewal Managers through complex customer negotiations involving pricing, contract terms, multi-year agreements, competitive pressure, procurement, and other commercial challenges.
• Ensure renewal engagement begins early and that Renewal Managers have the customer context, risk signals, value realization, and relationship insights required to execute effectively.
• Partner closely with Customer Success to ensure clear ownership between customer outcomes and commercial renewal execution, with CSMs focused on value, adoption, relationships, and risk mitigation while Renewals leads the commercial renewal process.
• Collaborate with Sales and Account Management to identify and coordinate expansion opportunities associated with renewal cycles while maintaining clear ownership across teams.
• Partner with Revenue Operations to improve renewal forecasting, CRM workflows, dashboards, automation, reporting, and operational discipline.
• Develop scalable renewal motions across customer segments, including high-touch, mid-touch, and digital or automated approaches where appropriate.
• Establish clear renewal playbooks, timelines, escalation paths, handoffs, and operating cadences that create consistency for customers and internal teams.
• Establish and manage metrics and KPIs that measure renewal effectiveness, including GRR, logo retention, forecast accuracy, renewal timing, cycle time, multi-year adoption, team productivity, and portfolio health.
• Recruit, onboard, develop, and retain strong commercial talent as the Renewals function and company continue to scale.

What will you bring with you?

• 7+ years of experience in SaaS, enterprise software, Customer Success, Account Management, Renewals, Sales, or a similar commercial customer-facing environment.
• 3+ years of people leadership experience, with a demonstrated track record of coaching and developing high-performing customer-facing or commercial teams.
• Experience owning or managing a meaningful recurring revenue portfolio and delivering against retention or renewal targets.
• A strong understanding of SaaS business metrics including ARR, Gross Revenue Retention, Net Revenue Retention, churn, contraction, renewal rate, and expansion.
• Experience building and managing renewal forecasts with a high degree of operational rigor and predictability.
• Strong commercial judgment and experience navigating pricing, negotiation, procurement, contracting, and customer objections.
• The ability to coach teams through complex commercial situations while balancing customer relationships, revenue protection, and long-term business value.
• Experience working closely with Customer Success and Sales teams to coordinate customer strategy and commercial outcomes.
• Strong analytical skills and the ability to use data to identify trends, diagnose performance, and determine where intervention is required.
• A track record of improving workflows, standardization, automation, or systems to increase organizational efficiency and capacity.
• Strong cross-functional leadership skills and demonstrated ability to influence Revenue Operations, Sales, Customer Success, Finance, Legal, and executive stakeholders.
• Excellent communication skills, with the ability to navigate both detailed commercial discussions and senior executive conversations.

What success looks like

In this role, you will build a Renewals organization that creates greater predictability for the business and a simpler, more consistent experience for customers.

Your team will engage customers earlier, identify and address risk before renewals become reactive, execute commercial conversations with confidence, and provide accurate visibility into renewal outcomes. Customer Success teams will be able to remain focused on driving value, adoption, strategic relationships, and risk mitigation while Renewal Managers bring dedicated commercial expertise to the renewal process.

At the same time, you will help Tines develop a renewal motion that can scale with the business combining strong talent, clear ownership, operational discipline, automation, and data to improve retention and strengthen long-term customer relationships.

Target Annual Compensation: $150-170K OTE (70/30 split)

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-SW1

To apply: https://weworkremotely.com/remote-jobs/tines-manager-renewals

Headquarters: Remote

About the Team

Netlify’s Customer Success team is responsible for making sure customers get real, lasting value from the platform – from onboarding through renewal and beyond. The team works closely with Sales, Product, and Marketing to help customers grow their usage, see clear outcomes, and stay engaged over time. Every motion the team runs – whether it’s a renewal conversation, a feature adoption push or customer escalation – is designed to build trust and relationships that compound.

This role exists because we have a growing book of SMB accounts that need a dedicated, consistent point of contact. As our Customer Success Associate, youll drive broad-stroke outreach and build the workflows to manage them well. You’ll carry a book of 120+ accounts with roughly $2M in ARR, and your job is to make sure those customers are engaged, getting value, and set up for renewal. This is an entry-level role with real ownership from day one, and you’ll have mentorship from senior teammates as you ramp into the commercial side of the work.

What You’ll Do

• Own the day-to-day relationship for your book of accounts, serving as the primary point of contact and keeping customers informed, engaged, and successful on the platform
• Contribute ideas to dashboards and workflows to track your book of business – renewal timelines, health signals, engagement levels, and expansion indicators – so nothing falls through the cracks
• With guidance of leadership, drive outreach to customers ahead of renewal, lead those conversations, handle objections, and negotiate terms on flat renewals and smaller expansions, looping in Sales when a meaningful expansion opportunity emerges.
• Track and forecast your renewal book on a rolling basis, proactively surfacing risks and creating plans to address them before they become problems
• Use product usage data and customer outcomes to demonstrate value in renewal conversations and ongoing check-ins
• Identify opportunities for feature adoption and product expansion within accounts, and flag those signals to the Sales team to build expansion pipeline
• Gather and synthesize customer feedback and share it with Product and internal stakeholders to inform roadmap decisions and improve the customer experience
• Work closely with senior CS teammates and your manager to develop your skills in account management, commercial negotiation, and customer communication

What You’ll Bring

• Some experience in a customer-facing role – this could be internship work, customer service, sales support, retail, or anything that required you to build rapport and solve problems for people
• Comfort working with data and spreadsheets, and a genuine interest in using that data to spot trends and make decisions
• A track record of following through: when you commit to something, you close the loop
• Clear written and verbal communication – you can explain things simply, listen well, and adapt your approach to different audiences
• An interest in building a career in customer success, and curiosity about the commercial side of the business – including how renewals work, how contracts are structured, and how value gets communicated to customers
• Youre based in the Denver, Colorado area and are comfortable working remotely while participating in occasional in-person meetings and engagement with Denver-based stakeholders.

This Role is a Great Fit If

• You’re energized by building relationships and want to be the person customers actually look forward to hearing from
• You thrive when you have ownership over a defined body of work and the freedom to figure out how to make it run better
• You enjoy the process of organizing complexity – tracking multiple accounts, spotting patterns, and keeping everything moving without things slipping
• You’re drawn to roles where you learn by doing, and you’re comfortable asking questions and taking feedback as you develop your skills
• You get excited about connecting customers to features or capabilities they didn’t know they needed, and seeing that translate into real adoption
• You work well within a team structure and are looking for mentorship, but you also want to take real ownership rather than just support someone else’s book

Applying

Not sure you meet 100% of our qualifications? Please apply anyway!

When applying please include:

A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application. Our mission is to build a better web and that cannot be done without a diversity of skill sets, backgrounds and thoughts.

Of everything we’ve ever built at Netlify, we are most proud of our team. Netlify is an Equal Opportunity Employer. We are devoted to building a team of people with diverse backgrounds and lifestyles. Driving equality empowers our team, enables us to innovate, and helps us maintain a more inclusive environment. We dont discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please let us know by emailing accommodations@netlify.com.

About Netlify

Netlify is the most popular way to build, deploy, and scale modern web applications, empowering everyone from fast moving solo developers to enterprise teams. Millions of developers and organizations rely on Netlify as their platform of choice for composing web applications that are production ready, performant, and flexible. Now, as we embrace the next era of software development, we are embedding the same fluid, intuitive experience into the Agent Experience (AX), making it just as simple for intelligent agents to understand, interact with, and act on our platform as it is for developers. Whether your user is human or machine, Netlify ensures the path from idea to URL is seamless, fast, and deeply reliable.

We are a Series D company that has raised over $200M from investors such as Andreessen Horowitz, Kleiner Perkins, EQT, Bessemer, BOND, and Menlo Ventures. As a fully distributed company, we aim to create a company culture where the best idea can come from anywhere and strive to be thoughtful, compassionate, and collaborative in our work. If this sounds like something youd like to be part of, were excited to connect with you!

At Netlify, we are committed to a compensation philosophy that prioritizes fairness and equity, positions our employee compensation competitively in the market, recognizes and rewards performance, and takes a comprehensive approach to our rewards package. We anchor our compensation philosophy on a market-based approach, therefore salary ranges may differ depending on the labor cost in a particular location. Because this role is eligible to participate in Netlifys commission plan, our hiring range for Colorado is targeted at $69,000 – $80,000 in total on-target earnings. Candidates outside the US or in premium markets should consult with their Talent Acquisition partner regarding location-based ranges, as they may be higher or lower than the average US range listed. The starting pay will be determined based on multiple factors, including expertise and skills, market demands, experience, internal equity, and applicable geographic location. These compensation packages and ranges are subject to change and may be modified in the future.

To apply: https://weworkremotely.com/remote-jobs/netlify-customer-success-associate-denver-co

Headquarters: San Francisco, CA / Seattle, WA / Denver, CO / Remote

The Team + The Role

Pendos Customer Engineering team is the technical backbone of the pre- and post-sales customer motion. The team brings together work that has historically sat across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo.

As a Senior Customer Engineer, you own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact extends beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team.

This is a remote role supporting a West Coast territory.

What this looks like day-to-day

• New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business. You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
• Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
• Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical work to measurable business outcomes.
• Technical escalation: Serve as an escalation point for complex technical challenges raised by other Customer Engineers. You resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
• Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team. You use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
• Early account impact: Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
• Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute reusable frameworks, playbooks, or processes that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.

Who You Are

Beyond the qualifications, we hire through a specific lens. These aren’t buzzwords; they’re the things we’ll actually look for in how you talk about your work.

You’re a builder, not a maintainer.

You’re most energized when there isn’t a clear path yet, and you get to define it. You don’t wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Customer Engineers don’t just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.

You’re AI-curious – genuinely.

You’re not using AI tools occasionally. You’re rewiring how you work around them. You’re faster, sharper, and more prolific because of it, and you bring that energy to everything how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.

Must-haves

• 5 to 8 years of experience in a customer-facing technical role such as Sales Engineering, Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
• Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.
• Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
• Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
• Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realization.
• Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
• Experience mentoring or coaching more junior technical team members.

Nice-to-haves

• Experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
• Hands-on experience with mobile app development, including Swift, Android, or React Native.
• Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
• Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.

About Pendo

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers: a simple way to understand and attack what truly drives product success. Our mission is to improve society’s experience with software. Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech.

Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Location: Remote

Compensation: The expected On-Target Earnings (OTE) range for this role is $193,393 – $241,742, with a 70/30 base-to-variable compensation split.

Benefits: Pendo offers highly competitive United States benefits, including employer-heavy coverage with $0 premium options, strong 401(k) match, equity, and flexible time off.

EEOC: We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility: Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

To apply: https://weworkremotely.com/remote-jobs/pendo-senior-pre-post-sales-customer-engineer-enterprise

Headquarters: Berlin, Germany; Munich, Germany; Remote, Germany

At JetBrains, code is our passion. Since we started in 2000, we have strived to make the most effective developer tools on earth so developers can learn fast and make amazing things happen with code. Customer Success Engineers (CSE) are technical points of contact for JetBrains customers. They work with the JetBrains product teams and customers to ensure that the products meet the needs of our enterprise users, helping our products retain their position as the best on the market.

Many of our customers begin with a set of strategic projects that grow into sizable partnerships. We are looking forCustomer Success Engineers to build great technical relationships with our customers and grow JetBrains’ business. We care deeply about our customers’ success and the quality of our work. In addition to having a passion for working with others, the ideal candidate will be able to deepen our relationships with customers and serve as a technical advisor to them.

In this role, you will:

• Work closely with JetBrains Account Executives.
• Help customers adopt JetBrains products and services to achieve desired business outcomes. This responsibility may include whiteboarding and assisting with the development of architecture or providing support for overcoming technical and cultural barriers to adoption.
• Manage the technical relationships for a portfolio of accounts, and partner with other members of the account team to define and implement the account strategies.
• Be the customers advocate within JetBrains, representing them to the Support and Product Engineering teams, as well as other groups.
• Recommend product enhancements based on your customer experiences and the feedback you receive.
• Help product teams present and evaluate new product ideas to the customers in your portfolio.
• Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of technology both within JetBrains and in the field at large.
• Work with Sales to facilitate account expansions by developing short-term and long-term account plans that meet customer needs.

We will be happy to have you on our team if you have:

• Proven experience in technical consulting, technical customer success, or other customer-facing technical roles.
• Extensive experience in software development, QA, IT, DevOps, ML, or any related IT field the wider the variety of fields, the better.
• Hands-on knowledge of AI/LLMs in the field of software development.
• A passion for continually improving the customer experience.
• Strong verbal and written communication skills in English and the local language of your office.
• Exceptional presentation skills for demonstrating JetBrains products to customers.
• The ability to quickly identify and address technical and business challenges related to software development tooling.
• The ability to convey technical concepts to customers of all technical backgrounds.
• Comfort in a fast-paced and dynamic working environment.
• Experience working in or with large software development teams.
• A collaborative and team-focused mentality, with a willingness to take initiative.
• Self-direction and resourcefulness.
• The ability to travel approximately 25% of the time.

Why join JetBrains?

• Strong base salary. We offer competitive pay that reflects your skills and experience.
• Flexible work location. Enjoy the freedom to work from home or from the office.
• Remote work. Spend up to 30 days per year working remotely from abroad.
• Extra time off. More days to relax, recharge, and do the things you love.
• Medical insurance allowance. Enjoy peace of mind for you and your family
• Learning and development opportunities. Access to conferences, courses, and language classes.
• Relocation support. We help make your move as smooth and stress-free as possible.
• Language classes. Pick up the local language or sharpen your English skills.
• Fuel your day. Enjoy a hot meal or receive a lunch allowance on workdays.
• Mental health support. To help you feel your best, we provide easy access to professional mental health services.
• Sports benefit. Enjoy an on-site gym or sports club stipend.
• Internal events. Join company-wide celebrations and team gatherings.

*Some benefits may vary depending on location.

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To apply: https://weworkremotely.com/remote-jobs/jetbrains-customer-success-engineer-emea-w-m-d