Top Customer Success & Experience Jobs in Baltimore, MD

The Associate Account Manager maintains relationships with existing customers, sells products, responds to inquiries, and helps with customer retention in the waste services industry.

Serve as primary customer contact for Stord's Commerce software, owning end-to-end onboarding, activation, and adoption. Build scalable onboarding programs, training materials, and playbooks; monitor usage and ROI; coordinate cross-functional teams to resolve issues, influence product direction, and drive renewals and expansion.

Manage a portfolio of higher-education customers through onboarding, implementation, training, adoption, renewals, and expansion. Serve as a trusted advisor to senior academic stakeholders, deliver trainings and EBRs, track success metrics, identify risks, and collaborate cross-functionally to drive product value and growth.

Own post-sale lifecycle for a portfolio of enterprise accounts — onboarding, adoption, expansion, and full-cycle renewals. Build executive relationships, run QBRs/EBRs, track adoption metrics, manage renewals/forecasting in Salesforce, identify upsell opportunities, and act as voice of the customer internally.

Manage SMB customer lifecycle to reduce churn and drive renewals. Maintain billing/subscription accuracy, Salesforce data cleanliness, and coordinate with Sales, Finance, and Account Executives on upsells, contracts, and offboarding. Serve as voice of the customer, support product adoption, and help optimize accounts through ongoing engagement and project coordination.

Serve as the strategic partner and primary relationship owner for a portfolio of managed services customers. Drive customer adoption, satisfaction, retention, profitability, and recurring revenue through executive engagement, QBRs, technology roadmaps, risk mitigation, upsell/cross-sell, and cross-functional coordination with delivery, sales, and leadership.

As a Technical Customer Support Specialist, you'll support enterprise customers with our API and ElevenAgents platform, diagnosing issues, communicating solutions, and providing ongoing technical assistance in English and Mandarin.

Own a portfolio of funded US customers post-funding: onboard, monitor account health, drive renewals and upsells, reactivate dormant customers, manage escalations, improve NPS/CSAT, and feed customer insights into product. Use tools like HubSpot, Back Office, Aircall and AI support (Nova).

Lead client onboarding, training, and adoption for a tax-focused platform. Coordinate implementations, deliver tailored training, design adoption plans, monitor usage, advise on workflow transformation, and relay product feedback to cross-functional teams.

Manage and grow a portfolio of client accounts to ensure retention and upsell opportunities. Serve as primary client liaison, oversee SLAs, drive usage of SaaS solutions, coordinate implementations, produce reports and QBRs, maintain Salesforce and NPS feedback, and support contract renewals and strategic planning.