Top Customer Success Jobs in Richmond, VA

Owns post-go-live relationships with health system customers, driving retention, adoption, measurable clinical and operational outcomes, executive business reviews, risk forecasting, and expansion into additional use cases. The role manages a named account portfolio, builds ROI cases, supports workflow change, and partners with Sales on commercial growth. It requires executive engagement with clinical, operational, and financial leaders and includes 25–40% travel.

Manage a portfolio of customers through onboarding, adoption, retention, renewals, and expansion. Build customer relationships, monitor health metrics, identify churn risks and growth opportunities, provide product training, coordinate issue resolution, maintain success documentation, track performance metrics, and relay customer feedback to internal teams.

Manage customer implementations and ongoing support, train users, troubleshoot issues, gather and synthesize customer feedback, and liaise with product and engineering to improve the product and roadmap while ensuring strong customer relationships.

Lead delivery and orchestration of Customer Success Contracts, build executive and technical customer relationships, align Microsoft cloud solutions (Azure, Modern Work, Dynamics, M365) to business outcomes, drive adoption and consumption, run program planning and reviews, mitigate blockers, manage escalations, and enable long-term retention and growth across enterprise accounts.

Leads the global Customer Success organization for Falcon Cloud Security, managing managers and senior contributors while driving adoption, retention, expansion, customer satisfaction, and renewal outcomes. Defines scalable operating and coverage models, develops leaders, sponsors strategic executive relationships, manages escalations and customer risk, partners with Sales, Product, Engineering, and Services, forecasts resources, and uses data, tooling, automation, and AI to improve customer outcomes across complex multi-cloud environments.

Manage major client accounts by onboarding customers, driving adoption, demonstrating subscription value, monitoring client health, and supporting renewals and expansion. Partner with sales, services, product, and technical support teams to resolve issues and design learning program implementations. Conduct business reviews, provide strategic guidance, deliver enablement, and identify opportunities to improve learner engagement and client outcomes.

Own the post-sale lifecycle for key B2B SaaS accounts, building executive relationships, driving adoption, renewals, retention, and expansion. Use customer data and analytics to monitor account health, identify risks and upsell opportunities, and deliver tailored success strategies. Collaborate with sales, product, and support teams while advocating for customer needs and influencing product and marketing direction.

Handle complex customer escalations, advocate for customers across public channels, coach support agents, audit ticket quality, identify support trends, improve processes, train agents, and maintain Help Center and internal documentation. The role requires strong written communication, de-escalation skills, customer-focused judgment, and independence in a remote asynchronous environment.

Leads a team of Customer Success Managers serving high-touch and strategic SaaS accounts. Owns retention, renewals, expansion, forecasting, executive relationships, escalations, customer value realization, and voice-of-customer programs. Coaches CSMs through account reviews, call evaluations, negotiation, and objection handling. Develops segment strategy, coverage plans, KPIs, dashboards, reporting, and training while partnering with Sales, Finance, Product, Marketing, and Support leadership.

Manages enterprise SaaS customer relationships across the post-sales lifecycle, including onboarding, training, support, adoption, business reviews, success roadmaps, issue resolution, and account growth. Serves as an executive advocate and trusted advisor, coordinating internal teams, monitoring customer health, promoting product enhancements, and driving value and ROI. Requires Source-to-Pay or Procure-to-Pay expertise and travel of approximately 15–20%.

Own a portfolio of Division I athletic department accounts, driving retention, adoption, renewals, and expansion. Build strategic relationships with stakeholders and senior administrators, lead business reviews, identify usage gaps, and coordinate cross-functional initiatives with Product Success and Sales. The role requires deep Division I athletics experience and hands-on expertise with Teamworks Operations products, including Hub, Compliance, and Recruiting.

The Customer Success Manager uncovers customer needs, risks, and expansion opportunities through stakeholder conversations and data analysis. They lead adoption programs, retention strategies, risk mitigation plans, executive business reviews, health forecasting, and customer advocacy. The role partners cross-functionally with Support, Services, Product, Sales, and partner teams to improve customer outcomes, renewal readiness, engagement, and expansion. It also contributes to scalable success processes and requires regional travel of 30%–45%.

Lead the Americas Customer Success team, developing a scalable engagement model across deployment, adoption, renewal, and customer value. Recruit and develop team members, create customer success playbooks, establish KPIs, optimize processes and platforms, and coordinate with sales, support, product, and operations. Drive usage, upselling, profitability, customer satisfaction, and churn reduction while analyzing customer data and resolving complex customer issues.

Manage customer implementations and onboarding by understanding client processes, goals, and pain points. Serve as the primary account contact, maintain a 60-day implementation process, configure forms, drive product adoption, and increase customer satisfaction. Responsibilities also include support, projects, upselling and cross-selling, documenting customer success stories, updating Gainsight, and conducting onsite implementation meetings or training. The role requires approximately 25% travel.

Manages a portfolio of RigDig customer accounts, owning retention, growth, adoption, renewals, and overall account health. Builds trusted customer relationships, leads onboarding, training, business reviews, and success planning, and provides consultative guidance to improve product utilization and measurable outcomes. Partners with Sales, Product, Marketing, and Support as the customer advocate while maintaining account plans, forecasts, health metrics, and documentation in Salesforce.

Own the post-implementation journey for enterprise SaaS customers, including onboarding, adoption, health, retention, renewal, and value realization. Build success plans, advise on CLM best practices, lead executive reviews, manage risks and dependencies, support change management, and coordinate cross-functional teams. Partner with Account Management on renewals and expansions while representing customer needs. The role also requires understanding enterprise integrations, APIs, AI-enabled software, governance, and stakeholder management.

Manage a portfolio of SaaS customers as a trusted advisor, driving onboarding, adoption, retention, expansion, and measurable value realization. Develop success plans, monitor customer health, mitigate churn risks, resolve complex issues, and collaborate with Sales, Product, and Support. Capture customer insights for product and process improvements while maintaining security and compliance standards.

Own a portfolio of 8–10 client relationships, develop gift card program strategies, drive client growth, communicate proactively, identify risks and opportunities, deliver performance reports, maintain brand assets, and coordinate internal teams to resolve requests and meet revenue goals.

Manage a portfolio of B2B SaaS customers from onboarding through long-term success. Coordinate GUIDEcx implementation projects, milestones, check-ins, go-live readiness, issue resolution, account health reviews, renewals, and customer changes. Partner cross-functionally to resolve needs, reduce retention risks, improve product adoption, and identify expansion opportunities. Maintain accurate account records and provide product guidance, recommendations, and proactive customer communication.

Manages a portfolio of mid-tier education accounts to drive retention, renewals, customer satisfaction, and revenue growth. Builds executive relationships, develops account engagement plans, identifies cross-sell and upsell opportunities, monitors account health and risks, and collaborates with sales leadership on growth strategies. Uses CRM, LMS, surveys, interviews, and performance metrics to guide data-driven decisions and improve account engagement.

Manage enterprise client portfolios with a focus on retention, churn reduction, value realization, and revenue growth. Build executive relationships, guide clients on marketing best practices and consumer-generated content optimization, coordinate cross-functional teams, mitigate risks, identify upsell opportunities, and advocate for customer success. The role requires managing complex workstreams and demonstrating measurable business outcomes for SaaS or e-commerce clients.

Manage a portfolio of B2B SaaS customers in the HR technology space, driving renewals, expansions, and revenue growth. Build strategic client relationships, conduct business reviews, monitor customer health, manage renewal and sales cycles, introduce products, and advocate for customers internally. The role requires strong sales acumen, analytical abilities, HR technology expertise, and experience influencing HR and L&D decision-makers. It also includes identifying adoption barriers, creating customer feedback loops, and mentoring others.

Manage customer relationships and journey execution for Ontra’s Contract Automation solution. Serve as a client advocate, facilitate onboarding, support retention and expansion, coordinate with sales, product operations, and lawyer network teams, and maintain customer success systems. The role requires legal or financial-services customer experience, strong communication, attention to detail, and the ability to explain complex concepts. Travel to customer meetings and company offsites is required.

Own the post-sales customer journey for manufacturing-focused SaaS clients, including onboarding, training, adoption, success planning, renewals, expansion, executive business reviews, and escalations. Analyze usage data to demonstrate ROI, build customer advocacy, and identify risks. Collaborate with Product, Engineering, Support, Sales, and Marketing to address customer needs and influence product roadmap and go-to-market strategy.

Lead client onboarding and success: proactively guide customers to outcomes, identify and resolve friction, build retention rituals, gather feedback and wins, and use data/AI-augmented dashboards to scale client journeys in a remote, async, project-based role.