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

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.

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.