Top Hybrid Customer Success & Experience Jobs in Boston, MA

Serves as the senior technical advisor and primary account contact for enterprise Dynatrace customers. Owns success planning, platform adoption, architecture guidance, value realization, executive business reviews, risk and escalation management, support case resolution, and change-window coverage. Coordinates cross-functional teams, advocates for customers internally, supports production upgrades and high-impact events, and drives long-term technical outcomes across complex cloud and observability environments.

Owns customer success, adoption, consumption, renewal strategy, and expansion for large enterprise accounts. Builds executive relationships, develops success plans, documents business value, identifies growth opportunities, and advocates for customers internally. Partners with sales, marketing, product, and post-sales teams to drive business outcomes, resolve issues, create reference accounts, and support digital transformation. Requires strong commercial, technical, communication, and executive engagement skills, plus expertise in observability, cloud platforms, and application performance monitoring.

Provides senior technical support for B2B automotive marketplace products. Reproduces dealer-reported defects, analyzes logs and distributed traces, validates APIs and integrations, distinguishes bugs from configuration or partner issues, and creates engineering tickets. Coordinates incidents, supports Tier 1 and Tier 2 teams, maintains support processes and playbooks, validates product launch readiness, participates in postmortems, and improves communication among customers, Product, Sales, and Engineering.

Manage Government and Defense customer accounts from sales handoff through onboarding, launch, adoption, and ongoing execution. Coordinate program milestones, participant enrollment, administrator training, account health, troubleshooting, renewals, and cross-functional deliverables. Develop scalable onboarding resources, documentation, FAQs, training materials, and communication templates. Support clients across the Middle East with occasional early morning meetings and partner with select corporate healthcare customers.

Manage a high-volume portfolio of Datadog customers by building strategic relationships, driving product adoption, identifying renewal risks and growth opportunities, supporting retention, and coordinating resolutions for technical, billing, and enablement needs. The role includes account management, contract negotiation, upselling and cross-selling, customer advising, usage monitoring, and collaboration with support, product, finance, and legal teams.

Deliver post-sales Snyk implementations for enterprise customers, configuring application security across SDLC, CI/CD, source control, containers, and cloud environments. Manage multiple onboarding projects, lead kickoffs and status reviews, troubleshoot integrations, communicate technical requirements, and collaborate with internal teams to resolve blockers. Guide development and security teams toward sustained developer-first security adoption while contributing to repeatable onboarding playbooks and product feedback.

Owns renewals, recurring revenue, retention, and expansion for a US portfolio of Mirakl Connect clients. The Account Manager advises customers on marketplace performance, assortment, pricing, promotions, and growth opportunities; identifies upsell and cross-sell opportunities; manages churn risks; and maintains accurate forecasts and CRM records. The role collaborates with Sales, Product, RevOps, Support, and marketplace teams to resolve issues, improve adoption, execute lifecycle initiatives, and provide customer feedback.

Manage relationships with SMB customers throughout their journey, driving retention, product adoption, satisfaction, renewals, and expansion opportunities. Monitor customer analytics and health metrics, coordinate with Renewals, Support, Sales, and leadership, resolve issues, communicate customer feedback, and develop scalable programs that improve outcomes. Engage customers through Salesforce, Gainsight, calls, and email while identifying advocates and supporting cross-functional initiatives.

Provide technical support for the SciSure SaaS platform through Zendesk, troubleshoot and investigate product issues, assist with migrations and configurations, escalate complex incidents to engineering, and communicate resolutions to customers. Maintain product documentation, monitor recurring issues and feedback, support Developer Hub users, and advocate for improvements to customer experience and support processes.

Guide law firm clients through onboarding, configuring case management platforms, data migration, testing, training, and ongoing advisory to optimize workflows, automations, and adoption.

Leads and develops an Account Management team responsible for renewals, retention, expansion, and net revenue retention across enterprise life sciences SaaS customers. The role oversees renewal forecasting, risk mitigation, customer negotiations, process optimization, cross-functional alignment, and strategic relationships with scientific, IT, procurement, and executive stakeholders. It also drives adoption of AI, automation, CRM, customer success, and analytics tools.