Top Customer Success & Experience Jobs in Baltimore, MD

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.

Lead end-to-end onboarding projects for mid-market hospitality SaaS customers, from sales handoff through go-live, adoption, and transition to Account Management. Define timelines and deliverables, coordinate cross-functional teams, lead customer meetings, manage risks and escalations, and monitor adoption and onboarding success metrics. The role requires hospitality expertise, project management experience, multilingual communication in English, Portuguese, and Spanish, and strong customer relationship skills.

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.

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.