Top Customer Success & Experience Jobs in Baltimore, MD

Own a portfolio of strategic accounts to drive adoption, retention, and expansion of Marchex solutions. Build C-suite relationships, deliver Strategic Business Reviews, analyze call and conversation data to produce ROI-driven insights, develop strategic account plans, and collaborate with Sales, Product, Analytics, and Support to resolve issues and identify growth opportunities.

Lead deployment and configuration of the Punchh loyalty platform, gather client requirements, customize features, perform testing and troubleshooting, document configurations and processes, provide customer training and reporting, and relay improvement feedback to the Punchh development team.

Own end-to-end customer success for enterprise accounts: onboarding, implementation, adoption, expansion, and renewals. Ensure customers realize value quickly, configure product and workflows, monitor usage, mitigate churn, drive expansion, advise on HubSpot/Salesforce and GTM stacks, and surface voice-of-customer to Product and Support.

Lead regional partner success for health plan clients, driving retention, satisfaction, contractual performance, account expansion, and scalable client delivery. Build strategic account plans, manage escalations, supervise team members, collaborate cross-functionally, and act as the voice of the customer to influence product and growth.

Lead clinical implementations of the Homecare Homebase application for home health and hospice clients. Serve as subject-matter expert guiding Discovery, Design, Build, Test and Deployment phases, customize clinical content, support change management, train and mentor staff, troubleshoot data and reporting issues, and ensure adoption and best-practice configuration across multi-site deployments.

Lead and scale Celigo's Account Management organization, owning net revenue retention, expansion ARR, and renewals. Build operating models, playbooks, and analytics; manage three AM teams via Regional Directors; maintain executive customer relationships; partner cross-functionally on sales handoffs, product feedback, and AM tech stack to drive retention and growth.

Serve as a Cloud FinOps Success Manager for Azure customers: provide billing/licensing expertise, conduct business reviews to identify cost optimizations, own post-sales relationships, define KPIs/SLAs, maintain documentation and best-practice processes, and drive onboarding, provisioning, reporting and escalations to ensure high customer satisfaction.

Partner with customers post‑EMR go‑live to drive EMR ordering adoption, manage non‑EMR data delivery workstreams, validate and troubleshoot clinical/technical files, coordinate cross‑functional enhancements, and provide training and ongoing technical customer support.

Manage B2B partner lifecycle post-sale: onboarding, adoption, engagement, renewal, and expansion. Serve as primary partner contact, run QBRs, monitor account health, reduce churn, and build scalable playbooks. Collaborate cross-functionally with Product, Operations, Marketing, and Clinical teams and oversee offshore operational support.

Lead client onboarding and success: proactively guide customers to outcomes, identify and resolve friction, build retention rituals, gather feedback and wins, and use data/AI-augmented dashboards to scale client journeys in a remote, async, project-based role.