Top Senior Customer Success Jobs in Boston, MA

Serve as the primary customer success contact for hotel clients, helping them adopt, optimize, and expand use of the company’s SaaS platform. Responsibilities include strategic business reviews, data-driven coaching, renewal and expansion support, issue resolution, onboarding transitions, product feedback, and customer journey improvements. The role is remote, requires West Coast residence, executive-level communication, and travel up to 35% for client meetings and industry events.

Manage a portfolio of mid-market B2B SaaS customers, driving adoption, retention, renewals, expansion, and measurable business outcomes. Build executive relationships, create strategic account success plans, monitor customer health, lead executive business reviews, identify risks and growth opportunities, and collaborate cross-functionally with Sales, Product, Support, Professional Services, Finance, and Marketing. Serve as the customer advocate and trusted strategic advisor.

Lead Customer Success for enterprise HR clients by owning onboarding, engagement, renewal, and expansion. Build scalable onboarding and enablement, track customer health and ROI, facilitate executive workshops, and feed customer insights into product and GTM. Hire and develop a high-performing CS team and partner cross-functionally.

Own customer relationships and health for enterprise learning accounts. Lead health checks, executive business reviews, account action plans, adoption initiatives, and risk management. Advise customers on L&D program success, platform utilization, and product value while collaborating with Product, Sales, Marketing, and Support. Identify expansion opportunities, advocate for customer needs, support migrations, and maintain accurate health documentation to drive retention and growth.

Own post-implementation relationships for Tier 1 enterprise clients, driving onboarding, product adoption, client health, value realization, retention, and renewal readiness. Lead executive business reviews, maintain success plans and CRM records, coordinate cross-functional teams, monitor utilization and engagement metrics, and communicate client insights to internal leadership. Partner with Account Managers on account strategy and develop scalable playbooks for onboarding, health recovery, and executive engagement.

Drive adoption, retention, and expansion for strategic SaaS customers by advising executive sponsors, aligning solutions with business goals, overseeing training and best-practice development, enabling features, and collaborating with sales on renewals and growth. The role also involves assessing customer requirements, managing complex implementations, facilitating customer communities, and communicating application and industry best practices.

Own sponsor relationships end-to-end, translate Folia research into commercially usable deliverables, present client-facing results, partner with research and commercial teams, and drive renewals and account expansion while ensuring scientific credibility across multiple sponsor programs.

Own end-to-end customer onboarding for nRF Cloud, managing implementation projects from kickoff through production rollout. Establish scope, milestones, timelines, and success criteria; align customer stakeholders and technical teams; identify and escalate risks; lead technical workshops and enablement; and improve onboarding processes. The role requires strong project management, technical fluency in firmware and embedded systems, and the ability to create momentum across engineering and executive audiences.

Manage strategic public-sector customers using Samsara’s IoT platform. Build joint success plans, lead executive business reviews and customer workshops, recommend workflow improvements, explain technical products, remove barriers to business value, and collaborate with Sales, Support, Sales Engineering, and Product. Mentor Customer Success and Support teams while supporting cities, states, school districts, and universities.

Manage enterprise customers through onboarding to renewal, drive adoption of Claravine's Data Standards Cloud, identify expansion opportunities, monitor health/risk using data, lead strategic reviews, and collaborate cross-functionally to align product and growth to customer goals.

Own post-sales customer success for LaunchDarkly accounts, guiding onboarding, implementation, adoption, risk mitigation, renewals, and expansion. Provide technical and prescriptive guidance to developer-focused customers, build champions and executive relationships, coordinate cross-functional teams, and manage retention and renewal forecasts. The role requires strong customer success, sales, project management, and technical product experience, preferably in DevOps.

Leads strategic client accounts, serving as the primary relationship owner across business units. Builds executive partnerships, drives retention, renewals, satisfaction, and account growth, and coordinates Sales, Operations, Quality, Medical, R&D, and other teams. Monitors account health, SLAs, KPIs, and deliverables; resolves issues, mitigates risks, supports cross-selling, translates feedback into improvements, and develops short- and long-term account strategies in a regulated life sciences environment.

Leads and develops a team of Customer Success Managers supporting long-term enterprise service engagements. Owns client relationship health, escalations, QBRs, issue resolution, risk mitigation, renewals, and expansion support. Oversees Gainsight workflows, reporting, process improvement, client experience strategy, voice-of-customer initiatives, and ServiceNow self-service presence while partnering with sales, delivery, operations, and account teams.

Own the post-sale partner lifecycle, including implementation, adoption, renewals, executive relationships, and account growth. Launch and scale Grower Concierge as a profitable service line, managing seasonal teams, quality, operating metrics, and unit economics. Build repeatable playbooks, improve partner and grower outcomes, and translate customer feedback into product priorities. Lead implementation, partner success, and concierge teams while serving as a senior company representative to enterprise customers.

Manage complex SaaS implementations and enterprise district portfolios, driving engagement, usage, outcomes, renewals, and expansion. Build executive relationships, assess account health, facilitate renewals, provide structured product feedback, document customer challenges, and maintain CRM records. The role requires strong project management, interpersonal, technical, and remote-work skills, with 15–30% travel to customer meetings, trainings, conferences, and company events.

Manages assigned client accounts, serving as the primary relationship contact and ensuring successful delivery of pharmacy benefit programs. Responsibilities include monitoring performance, preparing business reviews and reports, resolving issues, coordinating with internal teams, gathering client feedback, supporting retention and upsell opportunities, and driving account satisfaction and growth. The role requires managing multiple accounts and projects, communicating strategic recommendations, and traveling 25%–30% as needed.

Design and manage scalable, automated customer success programs covering onboarding, adoption, engagement, and renewal. Build digital content, lifecycle campaigns, webinars, community programs, workflows, and playbooks that support customers efficiently. Analyze customer health, product usage, and engagement data to segment accounts, optimize outreach, and improve retention. Collaborate with Product, Marketing, Education, Sales, and Support teams to improve customer experiences and advocate for product enhancements.

Develop enterprise customers’ automation strategies, identify and deploy high-value AI-enabled use cases, quantify ROI, and drive adoption, renewal, and expansion. Build executive and stakeholder relationships, advise on governance and scalable orchestration, coordinate internal and customer teams, interpret usage data, and create repeatable methodologies and playbooks for Zapier’s enterprise customer success program.

Leads client-facing implementation, onboarding, workflow optimization, adoption, training, and post-implementation success for eDiscovery Managed Services clients. Builds stakeholder relationships, drives self-sufficiency and value realization, maintains documentation, provides strategic guidance, and partners with project, delivery, sales, and account teams to support retention and growth.

Own post-sale relationships with large enterprise customers, driving adoption, measurable value, renewals, and expansion of AI workforce solutions. Define success metrics, lead business reviews, monitor account health, identify growth opportunities, and collaborate with engineers, deployment strategists, and sales on new workflows. Translate customer feedback into product improvements and create scalable onboarding playbooks and best practices.

Build and lead Frame’s post-sale customer success function from the ground up. Define customer journeys, onboarding, playbooks, health scoring, QBRs, and the CS technology stack. Own retention, renewals, expansion, adoption, and customer health metrics while managing executive relationships and escalations. Partner with Product, Sales, and Marketing, recruit and coach the CS team, and establish scalable processes that improve customer outcomes and reduce churn.

Leads strategic customer success for enterprise healthcare clients using risk adjustment, quality, and population health solutions. Owns client strategies, executive relationships, governance, adoption, retention, renewals, and expansion opportunities. Translates client needs into product and workflow recommendations, interprets performance data, coordinates cross-functional resolution, and ensures follow-through. Requires deep healthcare domain expertise, SaaS product fluency, strong analytical and communication skills, and 7+ years of relevant experience.

Lead and develop a team of 4–6 Customer Success Managers across EMEA and APAC. Coach renewals, churn prevention, expansions, forecasting, and account health management. Improve customer success processes, playbooks, onboarding, and documentation while maintaining accurate Salesforce and Planhat data. Partner with Sales, Support, CSE, and Product to drive retention and revenue outcomes. This fully remote role supports Commercial, Enterprise, and select Strategic customers.

Own strategic enterprise customer relationships for Prisma, serving as executive advisor and driving adoption, retention, expansion, and measurable business outcomes. Develop account and success plans, lead executive reviews, coordinate cross-functional initiatives, manage escalations, identify revenue opportunities, and influence product strategy through customer insights. The role also requires forecasting, customer health monitoring, consultative recommendations, and mentoring or process improvement within Customer Success.

Manage post-implementation relationships with 4–6 large global life sciences customers using Veeva Commercial Content and Medical Vault applications. Act as a trusted advisor to business decision makers and application owners, provide strategic guidance, optimize application usage, develop customer roadmaps, triage escalations, and coordinate with internal teams and customer networks to support business goals.