Top Customer Success & Experience Jobs in Baltimore, MD

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.

Lead and scale Liquibase’s Customer Success organization, overseeing account executives responsible for renewals and expansion. Own retention, net revenue retention, customer health, adoption, and post-sale experience. Build repeatable processes, playbooks, dashboards, and forecasting models; manage account risk; develop customer relationships with technical executives; accelerate implementation and adoption; and provide customer insights to Sales, Product, Engineering, and Support.

Leads payer-client implementations for post-payment payment integrity solutions from discovery through requirements, data mapping, configuration, testing, go-live, hypercare, and ongoing support. Serves as the primary client contact, translating business needs into approved requirements and implementation artifacts while coordinating product, business analysis, data, engineering, QA, security, and operations teams. Oversees risks, decisions, changes, readiness, adoption, and issue resolution while providing payment integrity and product expertise.

Configure, onboard, troubleshoot, and optimize EMR integrations for clients and partners. The role provides Tier 2 technical support, investigates API and data exchange issues, coordinates escalations, educates clients, manages multiple integration implementations, and identifies process improvements. It requires strong communication, customer service, API troubleshooting, database, and technical documentation skills in a fully remote environment.

Manage enterprise customer adoption, onboarding, training, retention, renewals, and expansion for regulatory compliance software used by utilities and pipelines. Build executive and user relationships, lead QBRs and success planning, monitor customer health, advocate for customer needs internally, and provide guidance on energy-sector regulatory challenges. The role is hybrid in Tempe, Arizona, with approximately 10% travel.