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

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.

Serve as the technical lead for Cyera customers: onboard and train, design custom use cases, drive adoption and expansion, troubleshoot issues, run executive reviews, mentor team members, and influence product roadmap while traveling ~25–50% annually.

Lead and develop the Trial Experience team for a SaaS product, coach and hold team members accountable to KPIs, drive process improvements, analyze data to inform actions, manage escalations, and ensure exceptional trial engagement and customer success.

Owns strategic national law-firm partnerships, driving revenue growth, retention, and operational excellence. Builds executive relationships, monitors account performance via data/Power BI, leads cross-functional remediation and scalable process improvements, and travels regularly to ensure consistent multi-state execution and client satisfaction.

Lead the Inside Partner Success team to deliver timely inbound support and outbound partner initiatives. Manage SLAs, KPIs, ticket resolution, CRM hygiene (HubSpot/Zendesk), coaching, cross-functional escalations, training programs, and data-driven improvements to drive partner adoption and program usage.

Lead and run the customer support team; resolve tier 1-2 tickets, manage engineers for tier 3, maintain knowledge bases and SOPs, and build AI automations to auto-resolve tickets and summarize voice-of-customer. Handle billing via Stripe and support high ticket volumes (~150/day).

Own a portfolio of program clients, driving onboarding, activation, engagement, adoption, retention, and renewals. Provide 1:1 strategic advising, develop data-driven success plans, deliver webinars, advocate nonprofit needs internally, and partner with Product, Marketing, and Sales to improve outcomes.

Own strategic relationships with enterprise Delphix customers in the central US to drive adoption, mitigate risk, secure renewals, identify expansion, coordinate cross-functional teams, measure KPIs, and manage escalations.

Drive hospital onboarding, training, and adoption of RapidAI products. Build clinical workflows, analyze usage data, present QBRs, address competency gaps, cultivate success stories, and support renewals and cross-sell opportunities while collaborating with sales and cross-functional teams.

Serve as a trusted technical advisor to a book of enterprise customers, driving Wiz platform adoption, operationalization, renewals and expansion. Provide deployment and troubleshooting support, build success plans, advocate customer needs to product and engineering, run executive communications/QBRs, and mentor TAM peers while improving TAM processes.