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

Provide post-sales technical support and troubleshooting for Fortanix platform; deploy, implement, upgrade, and optimize solutions; reproduce and qualify issues; perform root cause analysis; publish knowledge base content; collaborate with Development, Sales, and QA; and provide 24x7 on-call support as needed.

Own and grow key client relationships for nearshore staff augmentation accounts. Drive renewals, upsells, and satisfaction (NPS). Coordinate with delivery teams, surface insights, and manage multiple large B2B accounts while representing clients as a strategic advisor.

Own end-to-end client relationships for a book of B2B SaaS customers: drive adoption, engagement, retention, and expansion of AI-powered contract drafting tools. Lead onboarding, training, large-scale rollouts, and translate customer feedback into product improvements while designing scalable CS processes and tracking health metrics to demonstrate value.

Manage and grow a portfolio of MSP partners by leading onboarding and complex software deployments, driving ARR via upsell/cross-sell, training and enablement, conducting business reviews, coordinating implementation plans, and advocating MSP feedback cross-functionally to improve product and processes.

Lead and scale North American account management as a player-coach: manage enterprise client relationships with C-level stakeholders, drive expansion and retention, mentor a high-performing team, align product roadmap to customer needs, and use data-driven frameworks to demonstrate value and forecast revenue growth.

Own and grow a portfolio of $100K+ ARR strategic accounts, drive retention and multi-team expansion, run executive-level commercial conversations, influence product roadmap, win back at-risk accounts, and build the playbook for strategic account operations.

Lead post-onboarding customer journey across adoption, support, renewals and expansion. Manage and grow a remote account management and frontline support team, build AI-driven support stacks, drive retention and NPS metrics, partner with implementation and product, and own renewal/expansion playbooks.

Manage a portfolio of mid-market employer customers as a trusted advisor on benefits strategy and the Thatch platform. Lead renewals, open enrollment, QBRs, and compliance (ICHRA, Medicare, COBRA). Build stakeholder relationships, monitor customer health, drive retention, and collaborate cross-functionally to scale processes, tooling, and customer education.

Serve as the primary customer contact for provider/payer clients, driving adoption of PointClickCare, identifying performance-improvement opportunities through data, building long-term account plans, coordinating client-to-client collaboration, delivering ROI narratives, and providing ongoing consultative support and training to maximize product value.

Own a portfolio of 10–15 enterprise higher-ed accounts, build executive relationships, develop account growth strategies, spot expansions, partner cross-functionally, hire/manage junior associates, report on account health and forecasting, and shape enterprise account strategy.