Top Customer Success Jobs in Baltimore, MD

Manages a mid-market and enterprise customer portfolio, building strategic relationships, guiding onboarding, driving product adoption, reducing churn, and supporting renewals and expansion. The role includes analyzing account metrics, leading escalations, developing success plans, collaborating cross-functionally, and using tools such as Salesforce, Planhat, Claude, Gong, and AI assistants to identify risks and opportunities.

Manage post-sale relationships for SMB and VIP customers, drive adoption and retention, conduct QBRs, monitor health scores and usage, coordinate escalations with Support/Product, and maintain CRM records while identifying upsell opportunities.

Own the full customer lifecycle for a book of sales tax customers: lead onboarding to time-to-value, maintain account health and expansion, triage escalations, forecast and execute renewals, run business reviews, track CS metrics, and collaborate with Sales, Support, and Product to improve processes and product.

Lead enterprise customer success for national home care networks and health systems. Own pilots through expansion, run executive cadence, diagnose workflows, coordinate technical triage with engineering, build onboarding/playbooks, influence roadmap, and travel for go-lives and QBRs (~30%).

Partner with customers post‑EMR go‑live to drive EMR ordering adoption, manage non‑EMR data delivery workstreams, validate and troubleshoot clinical/technical files, coordinate cross‑functional enhancements, and provide training and ongoing technical customer support.

Manage post-sales relationships for enterprise rehab therapy customers, driving onboarding, adoption, retention, and expansion. Serve as primary contact for largest accounts, deliver training and strategic reviews, translate usage data into recommendations, support change management, and coordinate cross-functional resources to ensure successful go-lives and ongoing value realization.

Own post-sales strategic relationships and retention across high‑value enterprise accounts. Drive net retention, customer health, and expansion by aligning technical delivery (FDEs, solutions architects) with executive business goals, leading QBRs/EBRs, building scalable CS playbooks, and partnering closely with Sales to identify and close upsell and renewal opportunities.

Drive customer outcomes for a portfolio of SaaS customers by building success plans, increasing adoption, monitoring health, mitigating risk, coordinating cross-functional teams, and enabling renewal readiness through proactive engagement, communication, and continuous improvement.

Lead customer experience for a new product line: manage a book of merchants, drive adoption and expansion, build playbooks and enablement, influence product roadmap, and own data-driven reporting to scale customer success.

Manage account health and the churn lifecycle within an Account Team pod: monitor renewal runway, identify and mitigate churn risk, coordinate cross-functionally, provide strategic guidance to customers, and meet pod-level KPIs (response time, engagement, net revenue retention).

The Customer Success Manager will cultivate relationships with healthcare clients, ensuring satisfaction and retention while overseeing post-sale processes and performance metrics.

Leads Customer Success and Customer Support, overseeing onboarding, implementation, support, account management, retention, renewals, customer health metrics, and operational KPIs. Develops customer-facing teams, builds executive client relationships, drives scalable processes, manages escalations, and partners with Product, Sales, and Marketing to improve customer outcomes and lifecycle experiences. Contributes to product strategy and business requirements while fostering accountability, customer advocacy, and leadership development.

Lead and coach a team of Customer Success Managers for enterprise clients. Drive adoption, onboarding, retention, and process scalability. Partner cross-functionally with Product, Sales, Support, and RevOps to improve outcomes, implement repeatable approaches, and advocate for customers while building scalable operations and developing team capabilities.

Manage customer adoption lifecycle, lead technical value-selling, drive delivery management, and consult on API architecture to ensure customer success.

Build and manage customer relationships for dental technology accounts. Develop success plans, monitor health and adoption metrics, mitigate renewal risks, improve retention, identify growth opportunities, promote product utilization and services, advise stakeholders, maintain CRM records, facilitate escalations, and help customers achieve measurable business outcomes.

Manage health plan client relationships for Supplemental Benefits and Directed Spend. Lead strategy and operations for B2B, Value-Added Benefits and Targeted Kits; conduct business reviews, negotiate contracts, and identify growth opportunities. Coordinate cross-functionally with Supply Chain, Inventory, Implementation, Finance, and Operations; drive projects end-to-end, present insights, and champion client needs. Limited travel (10-15%).

Lead strategy and tactical operations for Customer Success by designing processes, reporting, and tooling to improve customer health, retention, and revenue. Partner cross-functionally to support planning, capacity modeling, onboarding, lifecycle mapping, and change management. Deliver analysis of NRR/GRR, churn, adoption, and health scores to inform CS strategy and operational improvements.

Serve as primary post-implementation partner for clients, drive product adoption and value, deliver training and education, identify upsell opportunities, monitor churn risk, develop success and engagement strategies, and relay client feedback to internal teams.

Manage the full lifecycle for enterprise customers: onboarding, adoption, renewals, and expansion. Act as primary contact and technical consultant, drive product adoption, gather customer feedback, and implement repeatable processes to maximize customer value and business outcomes.

Manage onboarding, adoption, and renewals for insurance clients by leading rollouts, coordinating internal resources, advising Anti-Fraud/Claims/Underwriting teams, tracking KPIs, delivering executive business reviews, driving retention and growth, and surfacing customer feedback to product and leadership.

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.

Manage post-sales relationships for staffing and RPO clients: lead onboarding and integrations, build success plans, train client teams, analyze ROI metrics, drive adoption and upsell, and advocate customer needs to product and engineering.

Own post-sales relationships for a portfolio of Series B+ tech clients, lead implementations and onboarding (including ATS/HRIS API integrations and SSO), develop success plans tied to hiring goals, train client teams, analyze and present ROI metrics, advocate customer needs to product, and drive adoption and upsell across Symbal's AI recruiting platform.

Own the entire post-sale client lifecycle: onboard customers, review AI-generated compliance documents, deliver updates from regulatory monitoring, run upsell campaigns, retain and expand accounts, and feed product feedback to the founder. Build processes and define client success at an early-stage SaaS startup.

Lead customer success outcomes for an enterprise B2B SaaS portfolio: drive adoption, health, retention, renewals, and scaled success motions. Build operating models, playbooks, dashboards, and cross-functional processes; mentor the team and manage success-related projects and executive reporting.