Top Customer Success & Experience Jobs in Baltimore, MD

Manage customer relationships, onboarding, follow-ups, issue resolution, and account activity. Help e-commerce customers understand products, achieve goals, and improve satisfaction, engagement, retention, and growth. Coordinate with internal teams, track customer interactions in CRM tools, identify improvement opportunities, and develop toward greater independence in customer success management.

Manage strategic SaaS customer accounts to drive retention, renewals, expansion, and long-term success. Serve as the primary customer contact, conduct business reviews, develop account plans, identify upsell and cross-sell opportunities, manage forecasts and CRM records, monitor customer health, and coordinate with Sales, Customer Success, Product, Professional Services, Legal, and Finance teams. The role requires consultative selling, relationship management, negotiation, and experience navigating complex enterprise contracts and procurement processes.

Own the ongoing technical success of named B2B SaaS customers, guiding integration architecture, implementation, adoption, reliability, migrations, and technical escalations. Partner with account managers, support, product, engineering, and solution engineering to turn customer goals into measurable technical outcomes. Lead customer conversations, incident response, adoption improvements, and on-call participation while maintaining architecture documentation and advancing customer feedback.

Manages post-go-live customer relationships, success plans, account health, business reviews, and executive communications. Translates product usage and operational data into ROI recommendations, coordinates with Support, Product, Sales, Implementation, and Training teams, and identifies renewal and expansion opportunities. The role also improves customer advocacy, guides change across stakeholders, and develops operational efficiencies across a portfolio of accounts.

Manages brand accounts and relationships, monitors program health and retailer connectivity, configures accounts, coordinates onboarding and content approvals, resolves issues with internal teams, identifies growth opportunities, maintains account documentation, and presents performance reports including QBRs. The role requires strong communication, organization, analytical, account management, and customer success skills in a SaaS or digital marketing environment.

Leads Sikich’s client experience and retention program across audit, tax, and advisory services. Responsibilities include analyzing attrition, identifying at-risk accounts, conducting client feedback initiatives, leading service recovery, coaching partners, supporting account growth, managing client experience technology, and reporting performance metrics to leadership. The role requires substantial public accounting experience, executive presence, strong relationship management, analytical ability, and credibility with C-suite clients and firm partners.

Own the post-sale experience for strategic enterprise customers, driving adoption, retention, expansion, and customer health. Build and lead the Customer Success function by hiring Customer Success Managers, developing playbooks, establishing operating models, forecasting renewals, and implementing tooling. Serve as an executive sponsor for key accounts, partner with Sales, Product, Engineering, and Deployment, translate customer feedback into product input, and report performance and strategy to executives and the board.

Vice President of Client Success will lead employer and health plan customer segments, including implementation, renewals, expansions, and revenue growth. The role manages executive client relationships, develops scalable client success systems and teams, communicates program ROI, identifies retention risks, and improves customer and patient experiences. This leader will mentor managers, partner cross-functionally with Commercial, Product, Operations, Marketing, and Clinical teams, and develop strategies for organizational scale.

Provides technical customer support for a cloud and AI security platform. Responsibilities include troubleshooting and debugging customer issues, system administration, networking, incident escalation, documentation, and developing scalable automation through coding and scripting. The role also participates in an after-hours, holiday, and weekend on-call rotation.

Lead end-to-end client onboarding and technical implementation projects, including system configuration, workflow setup, data migration, troubleshooting, user training, and go-live milestone tracking. Provide consultative guidance on prescribing practices, monitor prescription accuracy during initial account activation, and collaborate with Sales, Customer Success, and technical teams to ensure successful client adoption and satisfaction.