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

Own post-sale success for a portfolio of enterprise customers: drive retention, renewals, and expansion; build multi-threaded relationships; run Executive Business Reviews; monitor customer health; manage device inventory and demand planning; coordinate with solutions, technical account managers, sales, and finance; and contribute to CS playbooks and onboarding frameworks.

Own relationships for 40–50 mid-market GovCon accounts to drive adoption and value from an AI-driven proposal platform. Execute value plans, deliver business reviews, monitor account health, surface risks, enable expansions, train users, partner with Account Managers, and translate customer feedback into product input.

Lead strategic account management for public sector healthcare clients to drive retention, revenue growth, adoption, and expansion. Serve as primary executive contact, manage renewals and procurement cycles, run business reviews, identify new use cases, coordinate cross-functional teams, and track outcomes to mitigate risk and maximize client value.

Own enterprise customer relationships to drive platform adoption, align usage to business outcomes, lead renewals and expansion, operationalize scalable CS processes, run executive business reviews, influence product roadmap with customer feedback, and coordinate onboarding and enablement to ensure long-term value and retention.

Serve as a technical, customer-facing engineer for strategic enterprise customers: lead onboarding, provide hands-on configuration and troubleshooting, run QBRs, drive adoption and expansion, relay customer feedback to product/engineering, and produce technical documentation to enable self-service and long-term success.

Own technical onboarding, content ingestion, widget configuration, and post-launch partner support. Triage and reproduce issues, optimize AI answer relevance via prompt/config tuning, maintain onboarding/docs and SLAs, and collaborate with Engineering, Product, and Partnerships to scale partner implementations and reduce recurring support work.

Own a $5M–$6M ARR book (35–45 mid-market and enterprise accounts), driving end-to-end implementation, utilization, renewals, and expansion. Build strategic partnerships with People and L&D leaders, run executive reviews, surface expansion signals, advocate cross-functionally, and document scalable playbooks to improve processes and outcomes.

Lead and manage high-touch legacy-to-SaaS migrations, create customized value plans, accelerate user adoption, monitor migration health metrics, triage technical data-mapping and ingestion issues with engineering, and orchestrate clean handoffs to steady-state Customer Value teams while protecting recurring revenue.

Create and deliver role-based training for Wilqo's Charlie product to customers and employees. Develop e-learning, videos, webinars, and in-person materials; partner with Product and Implementation teams; use assessments and metrics to evaluate adoption and refine content; leverage AI tools to accelerate content creation.

Manage a portfolio of clients to drive value realization, onboarding success, and renewals. Act as trusted advisor, provide consultative guidance on financial planning processes, leverage data and CSM tools (Gainsight, SFDC) to identify risks/opportunities, collaborate cross-functionally, support escalations, and build scalable, repeatable success processes.