Top Customer Success & Experience Jobs in Washington DC,

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.

Leads Client Success operations for PBM clients, managing account managers, client relationships, strategic initiatives, service delivery, issue resolution, onboarding, process improvement, and team development. Partners with internal teams and account executives to improve operational efficiency, resolve escalated issues, and deliver scalable client support. Requires PBM industry knowledge, account management experience, leadership skills, and travel up to 25%.

Own the end-to-end customer journey for AgentPro by onboarding clients, leading product enablement, driving feature adoption, monitoring usage and retention metrics, managing renewals, identifying expansion opportunities, resolving escalations, triaging technical issues, and collecting NPS and customer feedback. Coordinate with grant delivery specialists to ensure deadlines, quality standards, service agreements, and grant delivery expectations are met.

Guide new clients through software implementation, including kickoff meetings, project planning, platform configuration, data coordination, training, launch support, and early adoption. Manage timelines, milestones, documentation, and risks while coordinating clients and internal teams. Conduct post-launch health reviews, identify adoption barriers, create scalable onboarding resources, and improve implementation processes. Support client events, feedback collection, renewals, and expansion through successful implementation outcomes.

Own strategic customer relationships by leading onboarding, implementation, adoption, account health, workflow optimization, AI enablement, and expansion efforts. Translate customer requirements into scalable ClickUp workflows, templates, integrations, automations, and AI agents. Monitor usage and business outcomes, conduct workflow discovery, provide training and change management, and collaborate with Sales, Product, Engineering, and Support to drive renewals, growth, and measurable customer value.

Own a portfolio of B2B SaaS customers from onboarding through renewal and expansion. Drive adoption, value realization, and measurable outcomes; define success criteria; advise revenue, marketing, and operations stakeholders; lead business reviews, renewals, and expansion opportunities; and share customer insights to influence product direction and scalable success playbooks.

Leads customer success and delivery for strategic Microsoft customers, aligning business objectives with cloud programs that accelerate consumption and value realization. Analyzes ECIF Yield, pipeline, utilization, and related metrics; identifies priority accounts and remediation opportunities; coordinates cross-functional stakeholders across Customer Success, Finance, sales, engineering, partners, and operations; and translates reporting into recommendations. The role also supports program planning, customer reviews, enablement, operating practices, and high-visibility business capability development across the Americas.

Serves as the first point of contact for customers, responding to inquiries through phone, email, and live chat. Builds customer relationships, resolves issues, answers product questions, provides recommendations, records feedback, and supports customer satisfaction. The role also involves upselling and cross-selling products and services while independently managing multiple customer interactions in an organized and professional manner.

Leads and develops the Customer Success organization across implementation, adoption, customer health, retention, renewals, and expansion. Establishes scalable processes, KPIs, operating rhythms, and accountability while managing complex customer situations and cross-functional partnerships. Coaches Customer Success and implementation teams, uses Salesforce and analytics to guide decisions, and leads organizational, process, and technology change.

Owns post-go-live client success for assigned enterprise accounts by driving adoption, monitoring health and sentiment, managing escalations, delivering business reviews, and identifying expansion signals. The role partners with Support, Deployment, PMO, and Account Management while providing renewal health input without owning contracts, quotas, negotiations, or routine ticket resolution.