Top Remote Senior Level Customer Success & Experience Jobs in Washington DC,

Own and grow a portfolio of university partners by driving renewals, expansions, and satisfaction. Deliver data-driven executive presentations and QBRs, coordinate cross-functional teams, guide implementations and change management, and meet revenue targets while using AI tools to scale workflows.

Serve as the primary post-sales partner for enterprise accounts, leading onboarding, adoption monitoring, mitigation of churn risk, and expansion. Build tailored success plans, coordinate cross-functional delivery, deliver executive business reviews, drive upsell/cross-sell, and relay customer feedback to Product and Engineering.

Lead the Technical Account Management team, manage premium customer relationships, and improve technical health while leveraging AI and automation strategies.

The role involves designing and facilitating training programs for sales teams, managing training tools, and collaborating with various departments to address skill gaps in sales.

Manage customer accounts to minimize churn, drive engagement, and enhance product adoption. Serve as trusted advisor, resolve issues, and support customers' needs effectively.

Serve as customers' primary technical advisor for a portfolio of enterprise accounts. Drive activation, adoption, optimization, resilience assessments, recovery readiness, and executive business reviews. Build tailored success plans, identify risks and expansion opportunities, coordinate cross-functional teams, and deliver strategic guidance on data protection, cloud adoption, and cyber resilience to support renewal and growth.

The Customer Success Manager will lead onboarding, maintain relationships, analyze data, facilitate renewals, and gather customer feedback while managing complex district implementations.

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.

Build and scale QA and enablement programs for email, chat, and phone support. Develop scorecards, audits, calibration, coaching, Help Center content, macros, and reporting. Use data and AI to analyze quality trends, reduce contact rates, and partner cross-functionally to improve customer experience and operational KPIs.

Lead and execute complex, high-volume onboarding portfolios (up to 25+), including enterprise and multi-location accounts. Provide high-touch on-site support as needed, ensure high customer satisfaction, own partnership tooling and workflows, mentor junior onboarding managers, improve handoffs and processes cross-functionally, and take ownership of revenue outcomes tied to launches.