Top Hybrid Customer Success & Experience Jobs in Boston, MA

Own end-to-end customer onboarding for Catalog Transformer, from kickoff through launch and early adoption. Lead implementation workshops, demonstrations, training, and customer enablement while coordinating cross-functional teams, resolving risks, and advising on marketplace best practices. Partner with Sales and Marketplace Operators on expansion opportunities. Improve onboarding processes, documentation, and scalability using AI and automation tools while tracking launch time, adoption, satisfaction, and time-to-value.

Manage a portfolio of existing SaaS customers, driving adoption, value realization, renewals, retention, and expansion. Develop account plans, negotiate renewal proposals, monitor customer health through analytics and telemetry, and identify churn risks and growth opportunities. Collaborate with Legal, Sales Operations, and Renewals teams on contracting, forecasting, and reporting while providing consultative product guidance.

Manage strategic customers using Imprivata’s Privileged Access Security solutions. Drive value realization, adoption, renewals, expansion, and customer satisfaction through success planning, business reviews, executive relationship management, and cross-functional issue resolution. Maintain account plans and health metrics in Gainsight, communicate customer insights to leadership, and support customer advocacy and marketing initiatives.

Own the full customer lifecycle for complex B2B SaaS accounts, including onboarding, adoption, renewal, expansion, and risk mitigation. Manage multi-stakeholder relationships, lead executive business reviews, demonstrate ROI, and drive retention and growth. Partner with Support, Product, Engineering, and Marketing to resolve escalations, develop customer advocates, provide feedback, and improve team playbooks. Mentor peers and use AI tools to enhance account research, reporting, and customer success workflows.

Manage a high-volume portfolio of Datadog customers, driving product adoption, retention, renewals, and growth. Build strategic customer relationships, identify usage trends and renewal risks, handle support and billing requests, negotiate upsell and cross-sell opportunities, and advise customers on effective product use. Collaborate with support, product, finance, and legal teams while communicating fluently in Spanish.

Manage strategic enterprise SaaS accounts, guiding implementation, adoption, value realization, renewals, and expansion. Build relationships with business and IT executives, create customized success plans, monitor customer health, mitigate risks, and deliver business reviews. Partner with Sales, Professional Services, and Solution Integrators to ensure successful deployments and achieve retention and growth targets.

Manages 30–50 enterprise clients by building stakeholder relationships, delivering high-touch service, identifying growth and churn-mitigation opportunities, monitoring account health, resolving booking-platform issues, and advising clients on industry trends. Collaborates with support teams, uses technical knowledge to solve unique reservation-management problems, and analyzes data to support client success and company performance.

The Field Enablement Manager will design partner enablement frameworks, create certifications, manage training sessions, and collaborate cross-functionally for effective learning programs related to Benchling's AI platform.

Lead Klaviyo’s North American Enterprise Customer Success organization, managing 5–7 managers and approximately 40–50 CSMs. Own post-onboarding customer experience, retention, and cross-sell performance; establish goals, metrics, processes, and scalable account strategies. Partner with Sales, Product, Marketing, Finance, and Onboarding, resolve escalations, and develop leaders. Use customer data, predictive AI, and tools such as Claude, Gleen, and ChatGPT to improve workflows and renewal and expansion outcomes.

Manage strategic enterprise customers, guiding adoption of Snyk’s application security platform and leading DevSecOps transformations. Build executive and technical relationships, design onboarding strategies, facilitate QBRs, demonstrate ROI, identify expansion opportunities, advocate for customer needs, and coordinate internal resources to resolve complex technical challenges.