Top Customer Success & Experience Jobs in Baltimore, MD

Own a portfolio of enterprise brand accounts across influencer marketing campaigns. Lead client relationships, translate performance data into strategy, manage timelines, budgets, scopes, and delivery, and protect account margins. Drive renewals, retention, revenue expansion, and net revenue retention. Coordinate Sales, Strategy, Campaigns, Paid, and Product teams while improving workflows, forecasting, reporting, and team performance.

Own post-sales relationships for enterprise customers, leading onboarding, implementation, adoption, success planning, value realization, issue resolution, training, and account growth. Partner with technical, product, engineering, support, and sales teams to advocate for customers, resolve risks, drive renewals, and demonstrate business value. The role requires strong technical knowledge of cybersecurity and cloud environments, strategic autonomy, executive communication, and customer-facing enterprise experience.

Own a portfolio of self-serve clients, leading onboarding, product education, adoption, retention, and growth. Provide platform support, troubleshoot campaign issues, analyze results, recommend optimizations, conduct business reviews, and identify upsell opportunities. Serve as a product expert and advocate while collaborating with Product, Engineering, and technical operations teams to resolve issues and improve customer outcomes.

Own a portfolio of 12–18 technical customer accounts, driving onboarding, product adoption, retention, expansion, and customer advocacy. Provide advanced product expertise, lead complex deployments and escalations, conduct executive business reviews, develop success plans, communicate product roadmaps, and translate customer feedback for Product and Engineering. The role also helps mature the Customer Success organization and requires technical experience with security products, cloud email, identity platforms, SQL, code, and API integrations.

Supports Customer Success Managers by resolving support tickets, coordinating onboarding and end-user training, executing adoption and go-live plays, monitoring account health, routing qualified leads, and maintaining continuity for assigned accounts. The role investigates escalated issues, coordinates with internal teams and healthcare providers, tracks customer success metrics, and identifies utilization risks. Candidates need healthcare or healthcare technology experience, strong communication, organization, CRM and data skills, and the ability to manage high-volume customer requests.

Lead and scale UpCodes’ Customer Success function by managing and mentoring CSMs, building customer health scoring, setting retention and expansion KPIs, creating scalable playbooks and workflows, handling customer onboardings and escalations, and developing reporting dashboards and knowledge resources. The role combines hands-on customer leadership with team hiring, process development, cross-functional collaboration, and strategic planning.

Leads North American Product Success, defining its strategy, operating model, talent standards, customer onboarding, product health, usage analytics, and revenue motions. Owns retention, renewal, expansion, adoption, NPS, and forecasting outcomes while partnering with Sales, Customer Success, Product, and Product Marketing. Manages 5–7 leaders within an 80+ person organization and develops scalable, data-driven processes across a growing SaaS portfolio.

Provide remote customer support through live chat, WhatsApp, and email; resolve issues involving logistics, orders, and website bugs; meet response and resolution KPIs; identify root causes; and collaborate cross-functionally as the customer advocate.

Manage customer relationships throughout the lifecycle, including onboarding, product adoption, value realization, health monitoring, renewals, expansion, and advocacy. Define and track customer KPIs, conduct bi-annual health checks, coordinate with internal technical teams, identify risks and opportunities, and communicate customer needs to improve products and outcomes.

Own enterprise client onboarding and rollout programs from pre-sale handoff through the first 90 days. Coordinate cross-functional resources, lead status meetings, track adoption metrics, identify risks and bottlenecks, and translate usage data into actionable insights. Develop rollout plans, maintenance handoffs, scalable onboarding processes, documentation, and playbooks while partnering with Sales, Account Management, Customer Success, Product, and Marketing teams.