Top Customer Success & Experience Jobs in Baltimore, MD

Manage customer relationships, ensure satisfaction, address inquiries, conduct product demos, and collaborate with internal teams to improve customer success.

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Lead end-to-end customer implementations for a configurable B2B SaaS platform: gather business and technical requirements, configure platform and integrations, manage timelines and stakeholders, run multiple concurrent projects, drive customer satisfaction, and improve implementation processes and documentation.

Lead end-to-end onboarding for PEO clients: build implementation plans for payroll, benefits, tax registrations and HR compliance; manage timelines, parallel payroll reconciliations, platform adoption, cross-functional handoffs, and continuous improvements to implementation tooling and documentation.

Lead creation and operationalization of a repeatable ROI/value realization framework across GTM and product. Build technical assessments, baselines, dashboards, and collateral to quantify customer outcomes, enable ROI-driven executive conversations, influence product roadmap, and drive retention and expansion. Partner with Sales, Marketing, Product, and Data while scaling processes and team structure in a high-growth healthcare SaaS environment.

Lead technical onboarding, implementation, and ongoing support for customers using DataDome. Manage integrations and projects, run technical committees, troubleshoot and resolve incidents, proactively monitor customer technical health, and occasionally participate in on-call rotations to support escalations and business continuity.

Lead and manage the Account Management department, oversee partner/client communications and onboarding, ensure regulatory compliance, train and coach staff, monitor performance and pipelines, support retention, provide reporting to senior leadership, and handle day-to-day account management duties.

Manage large institutional higher-education accounts end-to-end: drive adoption, retention, renewals, and expansion. Serve as primary client contact, lead implementations, oversee contracts and project execution, optimize platform usage and student engagement workflows, and collaborate cross-functionally to meet KPIs and upsell targets.

The Technical Writer will develop and manage technical documentation for software systems, ensuring clarity, compliance, and alignment with government requirements. This role involves collaboration with engineering teams, translating complex concepts into clear documentation, and maintaining documentation standards and practices.

Manage a defined portfolio of clients to drive adoption, retention, and expansion of the InvoiceCloud platform. Build strategic relationships, identify upsell opportunities, troubleshoot integrations, use Salesforce and analytics to inform action plans, and execute scalable engagement cadences. Periodic onsite travel and cross-functional collaboration required to resolve issues and deliver measurable client outcomes.