Top Customer Success Jobs in Baltimore, MD

Own customer success for 40–50 mid-market government contracting accounts. Drive platform adoption, value realization, user training, quarterly business reviews, account health, risk mitigation, and expansion identification. Partner with Account Managers on renewals, translate customer feedback into product improvements, and collaborate with Sales and Engineering. The role requires substantial GovCon proposal and capture experience, customer-facing experience, strong communication, analytical judgment, and U.S. citizenship for federal background screening.

Manages post-implementation success, retention, renewals, and growth across enterprise healthcare accounts. Builds executive relationships, delivers quarterly business reviews, supports customer workflows and data use, and acts as a PatientIQ platform subject matter expert. Collaborates with implementation, product, engineering, and sales teams to communicate customer feedback, improve the product roadmap, identify expansion opportunities, and maintain documentation. Requires healthcare experience, strong communication and organization, technical aptitude, and at least 25% annual travel.

Leads Instructure’s NORAM K12 Customer Success organization, including managers, Customer Success Managers, and associates. Owns team development, organizational design, customer success strategy, adoption, expansion, renewals, forecasting, business reviews, executive relationships, escalations, and customer advocacy. Partners with Sales, Product, Marketing, Support, Services, and global Customer Success leaders to shape strategy, implement initiatives, and deliver measurable value to schools, districts, and state agencies.

Manage approximately 35 enterprise customer accounts, build senior-level relationships, coach customers on product best practices, solve complex problems, and increase product value. Analyze engagement data, report KPIs, identify upselling and cross-selling opportunities, improve customer and product processes, and mentor team members. Requires strong communication, organization, project management, multitasking, leadership, and data analysis skills, with less than 15% nationwide travel.

Supports customer onboarding, training, account relationships, issue resolution, reporting, dashboards, quotations, CRM management, and post-order updates. Collaborates with sales, logistics, commercial operations, and support teams to improve customer satisfaction and processes. Provides administrative and analytical support, monitors customer health, manages cross-functional initiatives, and identifies opportunities to enhance long-term client success.

Handle complex customer escalations, advocate for customers across public channels, coach support agents, audit ticket quality, identify support trends, improve processes, train agents, and maintain Help Center and internal documentation. The role requires strong written communication, de-escalation skills, customer-focused judgment, and independence in a remote asynchronous environment.

Own an enterprise customer portfolio from deployment through adoption, renewal, and expansion. Build success plans, drive platform adoption and value realization, manage retention risks, negotiate commercial agreements, and identify expansion opportunities. Partner with Sales, Product, Engineering, Professional Services, Support, systems integrators, procurement, InfoSec, and legal. Lead executive-level workshops and business reviews while managing ARR, NRR, GRR, usage, adoption, and CSAT/NPS metrics.

Manages and grows a corporate travel client portfolio by strengthening relationships, increasing revenue and profitability, developing consultative solutions, leading sales efforts, creating pricing strategies, conducting business reviews, and aligning client needs with GBT products and technology.

Leads SMB customer success for a dental AI SaaS platform, owning retention, churn reduction, onboarding, activation, adoption, forecasting, and customer health analytics. Hires and coaches CSMs, builds scalable playbooks and AI-powered workflows, uses data to identify risk, and partners cross-functionally to improve customer outcomes and expansion.

Lead and develop a team of Customer Success Managers while driving customer retention, account growth, satisfaction, and health metrics. Coach team members, support renewals and expansion opportunities, manage escalations, improve customer success processes, and collaborate with Product, Engineering, Sales, and Marketing. The role also contributes to strategic initiatives, customer-facing resources, onboarding, business reviews, and scalable playbooks.

Manage strategic customer relationships for National and Vertical Sales accounts across North America. Drive loyalty, retention, service quality, renewals, contract strategy, pricing, SLAs, compliance, and revenue growth. Partner with Directors and Account Executives to resolve escalated service and billing issues, support customer requests, identify decision-makers, and strengthen partnerships through business insight and industry knowledge.

Manage a shared portfolio of B2B SaaS customers through prioritized, signal-driven engagement. Responsibilities include onboarding, adoption, product demonstrations, technical enablement, troubleshooting coordination, value realization, churn-risk detection, renewal readiness, cross-sell identification, and rigorous documentation. The role requires managing multiple customer conversations, maintaining accurate Totango and Salesforce records, translating technical capabilities into business outcomes, and collaborating with Support, Product, Renewals, and Sales teams.

Drive customer adoption of IonQ’s quantum computing platform through technical onboarding, performance optimization, circuit design, troubleshooting, training content, and workshops. Serve as a technical advisor and internal customer advocate while tracking customer health metrics, supporting product improvements, and representing IonQ at industry forums. Collaborate with Product, Sales, Marketing, Engineering, and cloud platform teams.

The Customer Success Executive manages post-sale onboarding, implementation, product adoption, training, value realization, renewals, and expansion for clinical decision solutions. Responsibilities include coordinating with customers, IT teams, and internal stakeholders; supporting EHR and SSO integrations; managing implementation timelines, budgets, risks, and KPIs; conducting business reviews; and developing strategies to prevent churn and promote growth. The role is fully remote, supports Midwest and West Coast customers, and requires up to 40% travel.

Own post-sale success for a portfolio of enterprise customers: drive retention, renewals, and expansion; build multi-threaded relationships; run Executive Business Reviews; monitor customer health; manage device inventory and demand planning; coordinate with solutions, technical account managers, sales, and finance; and contribute to CS playbooks and onboarding frameworks.

Manage post-sales relationships for Verily Viewpoint Site CTMS customers. Lead onboarding, implementation, training, adoption, account planning, renewals, contract discussions, retention, and expansion. Monitor customer health metrics, maintain CRM records, forecast renewals, and advocate for customer needs across Sales, Product, Engineering, Support, and Learning teams. Build trusted relationships with executive sponsors, operational leaders, and end users while driving revenue retention and growth.

Own strategic relationships for an enterprise customer portfolio, serving as a trusted advisor and product expert. Develop success plans, drive adoption and retention, identify churn risks, conduct business reviews, analyze customer health and usage data, and coordinate with Product, Support, Sales, and Onboarding teams. The role also supports customer advocacy, feedback escalation, and improvements to customer journeys and service delivery.

Leads end-to-end implementation and lifecycle management of strategic healthcare partner integrations. Acts as the primary operational contact for partners, manages workflows, configurations, SLAs, escalations, and performance reviews, and coordinates cross-functional teams across Product, Engineering, Analytics, Sales, Marketing, and Client Success. Develops implementation standards, supports partner vetting, drives scalable processes, and identifies opportunities for partner growth and service improvements.

Owns strategy, retention, growth, relationship health, and delivery for a complex enterprise healthcare account. Leads executive client engagement, governance, outcomes tracking, escalations, renewals, upsell and cross-sell opportunities, and coordination with Product, Engineering, IT, Clinical, and Operations teams. Manages one Customer Success Manager and ensures client commitments remain on track. Requires deep knowledge of healthcare risk adjustment and quality programs, SaaS delivery, executive communication, and consultative stakeholder management.

Owns the post-sale client success organization across operations and account management. This executive will build scalable onboarding, delivery, QA, service-level, reporting, and automation systems; drive retention, renewal, expansion, and revenue outcomes; unify client experiences across multiple product lines; develop senior leaders; apply AI to client-facing workflows; and represent client needs on the leadership team.

Leads and transforms Customer Success for nonprofit and arts and cultural organizations. Responsibilities include developing AI-enabled success motions, improving retention and revenue growth, guiding executive customers, managing escalations, building leadership capabilities, and partnering cross-functionally on product and commercial strategy. The role requires strong sector expertise, commercial acumen, forecasting, customer risk management, organizational transformation, and experience using predictive analytics and automation.

Owns post-sale relationships for enterprise accounts, including onboarding, deployment planning, technical check-ins, QBRs, renewals, expansion, account health, and customer advocacy. Coordinates with engineering, product, sales, and executives to resolve issues, drive adoption, demonstrate ROI, and support long-term customer outcomes. Requires strong project management, communication, cybersecurity, cloud, and identity technology expertise.

Provides post-sale support for approximately 20 healthcare client accounts, handling emails, cases, calls, claim reviews, patient balances, and demographic issues. Advises practice staff on revenue cycle best practices, resolves transactional questions within SLAs, identifies recurring problems, escalates complex issues, and recommends workflow, documentation, training, and risk-mitigation improvements. The role also identifies client pain points and potential expansion opportunities.

Manage strategic enterprise customer relationships for Foley’s compliance and safety SaaS solutions. Drive adoption, retention, expansion, and measurable business outcomes through account planning, executive reviews, account-health monitoring, and risk mitigation. Collaborate with Sales, Product, Marketing, Implementation, and Support to improve customer experience and influence product priorities. The role requires strong relationship management, data-driven decision-making, and enterprise SaaS customer success expertise.

Manage a portfolio of commercial and mid-market SaaS accounts, driving product adoption, customer outcomes, account health, and renewals. Build success plans, quantify value, identify risks, coordinate escalations, maintain Gainsight records, and collaborate with Sales, Support, and Product. Serve as the primary customer contact, communicate product updates, gather feedback, support feature adoption, and educate customers on fraud and authentication best practices.