Top Customer Success & Experience Jobs in Baltimore, MD

Manage onboarding, adoption, and renewals for insurance clients by leading rollouts, coordinating internal resources, advising Anti-Fraud/Claims/Underwriting teams, tracking KPIs, delivering executive business reviews, driving retention and growth, and surfacing customer feedback to product and leadership.

Provide technical support for Higher Logic's software to Australia-based customers via phone, chat, and tickets. Troubleshoot issues, document interactions, escalate to internal teams per SLAs, meet performance metrics, and continuously build product and service skills.

Serve as primary day-to-day contact for customer requests and device operations: onboard and support customers in Spanish/English, manage device provisioning, MDM enrollment, basic troubleshooting, shipping, repairs, inventory, SOPs, and cross-functional coordination to improve operational efficiency.

Manage a portfolio of mid-market and enterprise customers to drive adoption, satisfaction, and retention of the OpenSpace platform. Deliver onboarding, training, usage reviews, monitor account health, surface risks and expansion opportunities, support renewals, maintain records in Salesforce/Catalyst, and travel to customer sites (~25%) for relationship building and in-person support.

Serve as primary post-implementation partner for clients, drive product adoption and value, deliver training and education, identify upsell opportunities, monitor churn risk, develop success and engagement strategies, and relay client feedback to internal teams.

Design and execute digital-first customer engagement strategies using automation and AI. Build AI-powered agents, personalized in-app journeys, and Celigo/Gainsight workflows to improve adoption, time-to-value, and retention. Partner cross-functionally, analyze engagement data, define success metrics, and document repeatable frameworks to scale customer success programs.

Lead financial performance, retention, and growth for assigned enterprise accounts. Build executive relationships, drive expansion and stabilization strategies, run QBRs/ABRs, coordinate cross-functional delivery, monitor performance, mitigate risks, and maintain account records in Salesforce to ensure operational excellence and client satisfaction.

Provide timely, accurate customer support across phone, in-person, and online channels. Research and resolve routine to complex inquiries (orders, eligibility, payments, shipping, prescriptions), document interactions, escalate systemic issues, support sales or claims as needed, and maintain current product, policy, and process knowledge. May perform QA testing and attend occasional events or travel.

Execute customer onboarding from paid sign-up through activation, early milestones, and renewal. Run kickoff calls, follow and improve playbooks, manage a small portfolio of accounts, spot and remediate churn signals, and ensure proactive communication between Sales and delivery.

Lead Customer Success operations by owning strategy, systems, reporting, and cross-functional programs. Build dashboards, streamline processes, manage projects end-to-end, liaise with Business Systems and Data, and improve retention and expansion motions.