Top Customer Success & Experience Jobs in Baltimore, MD

Manage end-to-end implementations for strategic (enterprise) customers, develop and execute implementation plans, configure complex B2B SaaS workflows and integrations, drive change management, advise on best practices, measure outcomes with data, and collaborate cross-functionally to ensure timely, successful onboarding and customer value realization.

Own retention efforts to prevent customer cancellations by leading save conversations, performing targeted outreach to at-risk accounts, troubleshooting operational issues, collaborating cross-functionally to implement fixes, and documenting outcomes in Salesforce to reduce churn and improve customer experience.

Own a portfolio of B2B SaaS customers to drive retention and adoption. Proactively identify adoption gaps, deliver hands-on configuration and integration improvements, lead strategic advisory and governance, support renewals and expansions, and coordinate across Support, Product, and Engineering to resolve complex technical issues.

Own a portfolio of Tier 1/2 accounts for managed IT, cloud, and cybersecurity services. Drive retention and expansion, deliver QBRs with vCIO/TAM, manage renewals, maintain CRM records in HubSpot, mentor Account Managers, and escalate/resolve technical issues while coordinating upsell opportunities with Sales and product teams.

Lead and grow a client success organization to drive renewals and upsells. Hire, coach, and evaluate teams; develop strategy, improve client satisfaction, collaborate cross-functionally, and meet regional renewal and growth targets while attending events and customer meetings.

Own the customer journey for Together's mentorship platform: implement onboarding, drive adoption and value realization, reduce churn, collaborate cross-functionally, co-lead QBRs, and support team growth and processes to ensure renewals and advocacy.

Serve as the primary client-facing resource for assigned employer/group benefits accounts, resolving moderately complex service issues, coordinating with carriers/vendors, managing enrollments, renewals and new client setups, inputting data into systems, escalating concerns, and driving client retention and cross-sell opportunities. May mentor junior service staff.

Own post-sales customer adoption and value realization for automation solutions. Serve as primary client contact, build executive relationships, coordinate cross-functional teams, manage timelines and deliverables, advise on automation and cybersecurity strategies, and contribute thought leadership to drive retention and renewals.

Post-sale technical Solutions Architect embedded in strategic enterprise accounts to drive AI-native developer tooling adoption. Configure environments, design workflows, enable engineering teams, lead architecture reviews, coordinate across Sales/Product/Engineering, and scale organization-wide adoption while measuring engineering impact.

Contact policyholders via phone, SMS and email to schedule insurance appraisals, assist homeowners with the ASSIST photo-capture app, update work order statuses, meet productivity and quality goals, prioritize tasks, and report issues to management.