Top Customer Success & Experience Jobs in Washington DC,

Support K-12 schools and districts in implementing social and emotional learning programs. Lead onboarding, professional learning, training, coaching, workshops, implementation planning, stakeholder relationships, and ongoing partner support. Collaborate with Account Executives to support renewals and growth, evaluate training effectiveness, maintain engagement records, and improve learning content and resources. The role is remote, serves as a trusted advisor to education partners, and requires travel up to 50%.

Leads IonQ’s global customer success and technical support organization for space solutions, including satellite systems, geospatial data, and optical communications. Owns onboarding, adoption, mission outcomes, renewals, retention, expansion, and support performance. Builds the operating model, tiered support function, SLAs, escalation processes, tooling, knowledge base, and distributed team. Partners with engineering, product, mission operations, and channel partners while serving government, defense, enterprise, and international customers.

Own strategic partner relationships from implementation through ongoing growth. Develop scalable onboarding frameworks, playbooks, training materials, workflows, and operating processes. Lead partner success plans, cross-functional implementations, enablement, performance reviews, and issue resolution. Monitor partner and referred-client outcomes, identify expansion opportunities, and advocate for partner needs internally. Collaborate with Sales, Customer Success, Product, Operations, Implementation, and Support to improve partner satisfaction, activation, retention, and expansion.

Owns long-term technical relationships for enterprise contact center accounts using Zoom Contact Center and Zoom Virtual Agent. Responsibilities include platform configuration, virtual agent and NLP design, API integrations, analytics-driven optimization, executive customer reviews, Tier 2/3 escalation management, root-cause documentation, and cross-functional collaboration with Engineering, Product, Support, TAMs, CSMs, and Account Executives.

Manages a scaled portfolio of cybersecurity customers, driving onboarding, adoption, engagement, renewals, and expansion. Monitors customer health signals, identifies risks, executes intervention plans, and translates technical findings into business priorities. Builds scalable customer success programs, delivers digital education and outreach, maintains customer records, and partners cross-functionally to resolve issues and communicate feedback. The role requires strong communication, organization, customer relationship skills, and the ability to learn cybersecurity concepts.

Manages strategic SaaS client relationships to drive adoption, renewals, retention, satisfaction, and value realization. Leads onboarding, account configuration, business reviews, executive engagement, health monitoring, and escalations. Partners with product, engineering, implementation, and internal teams to translate client feedback into product requirements and improvement initiatives. Uses CRM tools to track engagement and communicates strategic insights across the organization.

Own strategic partner relationships from implementation through ongoing growth. Lead partner onboarding, develop scalable playbooks and workflows, coordinate cross-functional implementations, deliver enablement, monitor partner and client outcomes, and identify expansion opportunities. Serve as the internal voice of partners while improving operational processes, documentation, reporting, and relationship health across the partner ecosystem.

Manage a portfolio of enterprise clients, driving retention, upsell, renewals, NPS, utilization, and ROI. Develop client strategies, conduct business reviews, manage escalations and onboarding, and serve as a trusted executive advisor. Collaborate cross-functionally on engagement, marketing, implementation, and contractual commitments. Mentor customer success colleagues and maintain accurate CRM documentation.

Manage a high-volume Tier 3 customer portfolio using playbook-driven touchpoints and self-service resources. Track CSAT, NPS, referenceability, retention, and account contacts in Salesforce. Monitor accounts for growth and expansion signals, escalate tier-up opportunities to senior customer success leaders, and identify strong customer outcomes for references and case studies.

Own end-to-end renewals across customer tiers, including pricing discussions, contract negotiations, paperwork, renewal forecasting, and revenue-reduction tracking. Partner with Customer Success and Sales teams on pricing exceptions, multi-year agreements, and at-risk accounts. Maintain accurate renewal data in Salesforce and help improve on-time renewal rates, retained ARR, forecast accuracy, and downgrade prevention.

Leads Mosaic’s Customer Success function, managing eight team members across customer success and renewals. Owns portfolio retention, revenue growth, account segmentation, engagement standards, client health, references, renewal readiness, and executive reporting. Partners with Sales, delivery, operations, and UKG stakeholders on account growth and customer outcomes. Requires deep experience in customer success or account management, team leadership, HCM/payroll technology, enterprise software, and portfolio-level retention or revenue ownership.

Manage strategic retention conversations for high-value SaaS accounts at risk of cancellation. Own customer re-engagement from discovery through resolution, collaborate with Sales, Onboarding, CX, and Implementation, and recommend solutions that reinforce product value. Track interactions and outcomes in Salesforce, identify trends, meet retention goals, and navigate complex customer discussions with strong communication, problem-solving, forecasting, and technical understanding.