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

As a Level 2 Technical Support Specialist, you provide advanced support and troubleshoot complex issues, mentor team members, and improve customer satisfaction processes.

Lead the Customer Success Enablement function to develop onboarding, adoption, expansion, and retention programs. Build and coach a high-performing enablement team, align cross-functional launch priorities, measure OKR-tied outcomes, run Gong call reviews, and create AI-assisted content and role-play certification to drive expansion ARR and retention.

Embed with customers as a hands-on technical partner to design, implement, and optimize multi-module DevSecOps and CI/CD solutions using Harness. Drive platform adoption, lead implementations and enablement, provide strategic advisory, analyze usage to optimize delivery, and collaborate cross-functionally to influence product and expansion.

Lead a portfolio of enterprise health system clients to drive implementation, adoption, and value realization of AI-powered clinical documentation. Build executive and clinical relationships, run governance and business reviews, coordinate cross-functional teams, monitor adoption and outcomes, advocate client needs to Product, and support renewals and account growth.

Lead and build the Customer Success Operations function for onboarding and professional services. Own analytics, reporting, enablement, process design, and CS tooling (Vitally, Salesforce, Gong). Deliver insights, run internal training, eliminate manual work through playbooks and automation, partner cross-functionally, and scale a team while supporting VP-level strategy, OKRs, and capacity planning.

Lead a book of medium/large Duck Creek OnDemand and OnPrem accounts as the primary customer advocate. Drive adoption, renewals, expansion, and NRR/GRR; coordinate between customers, SI partners, and internal teams; run governance, track support/defects, conduct lessons learned, produce success plans, mentor junior CSMs, and provide product feedback to engineering. Ensure customers adopt upgrades and realize value.

Lead and build the Customer Success function for enterprise value-based care customers. Drive customer satisfaction, retention, expansion, and usage growth by defining processes, KPIs, and cross-functional initiatives; manage enterprise relationships, identify upsell opportunities, and own revenue growth while cultivating customer advocates.

Manage enterprise K-12 district accounts to drive adoption of Edia's AI-powered platform, improve student outcomes, and achieve GDR/NDR targets. Build trusted advisor relationships, analyze adoption and outcomes, identify upsell opportunities, influence product roadmap, and deliver training and success plans.

Serve as primary contact for telecom TEM clients, manage relationships, monitor satisfaction, resolve issues with internal teams, drive adoption, upsell, run QBRs, manage renewals and carrier contracts, and track success metrics.

Serve as a trusted advisor for enterprise customers to drive adoption, retention, and growth. Manage onboarding, troubleshoot issues, triage and escalate technical problems, deliver training, monitor usage, and collaborate with sales, product, and engineering to improve customer outcomes and onboarding processes.