Top Senior Customer Success Jobs in Cleveland, OH

Manage a portfolio of U.S. public sector accounts to drive adoption, retention, expansion, and satisfaction of the GitLab DevSecOps platform. Translate pre-sales plans into measurable objectives, coach customers on Git, CI/CD, and DevSecOps best practices, coordinate cross-functional responses, and use project management to deliver customer enablement and success initiatives.

Lead and develop a team of Customer Success Managers to drive enterprise customer adoption and retention for BrightEdge. Coach CSMs through SEO lifecycle phases, oversee success programs, set and track KPIs, collaborate cross-functionally, and be hands-on in resolving complex customer challenges to ensure measurable outcomes.

Serve as primary customer advocate for high-value public sector (SLED) accounts, driving adoption, retention, and expansion. Coordinate cross-functional teams to implement Vanta, lead executive reviews, mitigate churn, identify growth opportunities, and align security and compliance outcomes with agency mission and procurement requirements. Require regular onsite visits and strategic planning.

Manage long-term success of strategic accounts (franchises and multi-location customers) by building relationships, driving product adoption, training users, managing enhancements, analyzing engagement/KPIs, escalating support, and leading initiatives to improve customer satisfaction and evangelism. Travel up to 30%.

Manage long-term success of strategic, multi-location ServiceTitan customers through relationship building, training, adoption initiatives, product feedback, KPI analysis, escalations, business reviews, and onboarding support to drive satisfaction and evangelism.

Own program health, adoption, and ROI across enterprise veterinary accounts. Coordinate regional CSMs, lead Executive Business Reviews, quantify customer value, surface expansion opportunities, maintain Salesforce records, and ensure renewal readiness while partnering with Sales, Implementation, Product, and Support.

Own strategic relationships and outcomes across complex customer accounts, driving adoption, retention, renewals, and expansion. Develop success plans, analyze platform data, mitigate risks, lead executive meetings and escalations, coordinate cross-functional initiatives, and advocate for customer needs. The role requires supporting healthcare or government customers, improving workflows through change management, translating data into action, and serving as a resource to peers. This is a remote U.S. role limited to Ohio residents with up to 30% travel.

Lead Customer Success for enterprise HR clients by owning onboarding, engagement, renewal, and expansion. Build scalable onboarding and enablement, track customer health and ROI, facilitate executive workshops, and feed customer insights into product and GTM. Hire and develop a high-performing CS team and partner cross-functionally.

Partner with engineering teams to drive Kotlin backend adoption: guide migrations from Java, troubleshoot integration and scaling, recommend tailored strategies, track adoption stages, identify and remove blockers, and maintain feedback loops while running workshops, demos, and outreach.

Lead and grow a Customer Success team that owns retention, adoption, and expansion. Hire, onboard, and coach CSMs; manage team outcomes and strategic accounts; build playbooks and scalable systems; drive executive relationships and data-driven insights; act as voice of the customer; partner across Sales, Product, and Engineering. Travel to client sites up to 25%.

The Senior Customer Success Manager owns strategic customer relationships in healthcare, guiding enterprise accounts from launch to renewal while utilizing AI solutions to enhance patient experiences and drive measurable outcomes.

The Director of Customer Success leads up to 10 CSMs and owns retention, renewals, GRR, NRR, churn reduction, and downsell mitigation. The role manages renewal forecasting, risk governance, tiered customer coverage, health scoring, success playbooks, and AI-enabled customer success operations. Responsibilities include coaching and developing the team, partnering with Sales, Product, Support, and Professional Services, engaging executive customers, improving adoption, and reporting performance and portfolio risk to leadership.

Own a portfolio of strategic enterprise accounts, developing account strategies, managing forecasts and revenue targets, driving retention, and closing upsell and cross-sell opportunities. Build executive-level client relationships, negotiate and administer contracts, maintain account-health reporting, and coordinate with delivery, technical, legal, and finance teams to ensure sustainable client commitments and growth.

Lead and scale Customer Success across North America for Kainos' Workday products. Drive retention, adoption, value realization, and GRR through structured success planning, executive engagement, and renewal readiness. Build and develop a distributed CSM team, implement playbooks and health frameworks, leverage data and AI-enabled automation to prioritize actions, and partner cross-functionally to improve reporting, forecasting, and customer advocacy.

Lead post-sales success for enterprise SaaS customers, drive adoption, monitor account health and model performance, manage escalations, run QBRs, partner cross-functionally to ensure renewals and expansions, and deliver measurable business outcomes while advising on identity verification and fraud detection solutions.

Manage enterprise and strategic cybersecurity accounts, driving product adoption, onboarding, renewals, upsells, and long-term customer success. Develop trusted-advisor relationships, conduct regular check-ins and quarterly business reviews, identify customer risks and needs using usage data, advocate for customer feedback internally, and guide clients in maximizing NodeZero’s value. The role requires cybersecurity expertise, strong communication and analytical skills, problem-solving ability, and experience with CRM and customer success platforms.

Lead and coach a team of 5 Dedicated CSMs across the Americas to drive retention, expansion, and net revenue outcomes for high-value accounts. Establish operating rhythms, capacity planning, early-warning systems for at-risk accounts, and cross-functional escalation management. Champion AI-assisted workflows and data-driven playbooks to scale account monitoring and drive operational efficiency while influencing Product, Sales, and Operations with voice-of-customer insights.

Own the reporting, data, processes, tooling, and AI infrastructure supporting Customer Success across Rootstock’s multi-brand B2B SaaS portfolio. Build account intelligence, health and forecasting models, Salesforce data standards, Voice of Customer programs, segmentation and capacity models, playbooks, and cross-functional operating forums. Partner with Support, Sales, Product, Professional Services, Revenue Operations, and Finance to improve retention, expansion, customer insight, and scalable execution.

Own and build GenLogs’ public sector customer success function, leading agency onboarding, adoption, retention, expansion, and renewals. Train users, translate workflows into platform queries, represent customer needs to product and engineering, support pre-sales, develop relationships across government stakeholders, and contribute to customer discovery and government projects. The role supports law enforcement missions and requires up to 40% travel in field environments.

Manage strategic higher education accounts by developing success plans, leading executive business reviews, monitoring customer health, driving product adoption, and supporting retention and expansion. Use data and generative AI to identify risks, improve workflows, and strengthen customer engagement. Collaborate with Product Management, Sales, Renewal Representatives, and leadership while maintaining CRM records and managing a substantial SaaS portfolio.

Own enterprise customer renewals, upsells, expansion, adoption, onboarding, and value realization in a B2B SaaS environment. Manage strategic account growth plans, renewal forecasting, executive relationships, QBRs, training, implementation workflows, and cross-functional commercial strategy. Drive retention, Net Revenue Retention, expansion ARR, platform usage, and time-to-value across marketing, communications, brand, social, reputation, media, risk, and security stakeholders.

Leads a regional Customer Success organization responsible for adoption, value realization, retention, renewals, expansion readiness, customer health, and executive engagement. Partners with Sales, Services, Support, Product, and executive teams to execute account strategies and mitigate risk. Drives AI-enabled customer success practices using predictive analytics, usage insights, automation, and digital tools. Manages team development, succession planning, recruiting, performance, and operational excellence across geographically dispersed teams.

Manage post-sales relationships for enterprise rehab therapy customers, driving onboarding, adoption, retention, and expansion. Serve as primary contact for largest accounts, deliver training and strategic reviews, translate usage data into recommendations, support change management, and coordinate cross-functional resources to ensure successful go-lives and ongoing value realization.

Lead customer experience for a new product line: manage a book of merchants, drive adoption and expansion, build playbooks and enablement, influence product roadmap, and own data-driven reporting to scale customer success.

Own post-sales relationships for Fortune 500 clients, lead enterprise-scale implementations and HRIS/ATS integrations, develop executive success plans, train client teams, analyze and present ROI/KPIs, drive adoption and upsells, and represent customer needs to Product and engineering to ensure compliance and strategic impact.