Top Hybrid Customer Success & Experience Jobs in Boston, MA

Serve as the primary technical account contact for enterprise life sciences customers after go-live. Manage Success Package delivery, customer relationships, escalations, adoption risks, Benchling tenant configuration, and optimization projects. Develop project plans, coordinate with Customer Success, Professional Services, Support, and Sales, and advise stakeholders ranging from scientists to executives. Maintain product expertise and execute sprint-based accelerators that improve customer workflows and platform usage.

Manages the post-sale client experience for new distribution channels, including onboarding, installation coordination, customer education, operational support, machine performance monitoring, account health tracking, and advocacy. Partners with Sales, Technical Services, Supply Chain, and Field Operations to resolve needs, improve uptime, identify expansion opportunities, and strengthen long-term client value. The role also supports client activations, feedback collection, testimonials, and scalable service strategies.

Manage strategic customer accounts using Imprivata’s Privileged Access Security solutions. Drive value realization, product adoption, renewals, expansion, and customer satisfaction through success planning, business reviews, executive relationships, and cross-functional issue resolution. Track deployments, usage, health metrics, and account plans in Gainsight, while providing strategic insights and documenting customer success stories for marketing and advocacy.

Onboard Premium and Pro customers onto the TravelPerk platform by configuring accounts, gathering requirements, coordinating rollouts, conducting stakeholder training, supporting integrations, and monitoring post-launch adoption. The role manages client and internal stakeholders, provides best-practice recommendations, resolves implementation issues, and continuously improves onboarding processes.

Leads and develops Customer Success Managers while overseeing customer retention, renewals, expansions, and revenue growth. Serves as a customer service role model, regional escalation point, and cross-functional partner. Builds high-performing teams through hiring, coaching, talent development, and performance management. Negotiates contract renewals and upsells, resolves pricing objections, and manages customer relationships in a B2B SaaS environment. Spanish fluency is required.

Manage strategic enterprise accounts as the primary customer contact, building executive relationships, driving product adoption, retention, and expansion. Develop account strategies, collaborate with Workday and ServiceNow partners, coordinate with Sales, Product, and Customer Success, monitor account health and usage data, and deliver executive business reviews. The role requires strong enterprise account management, consultative communication, technical acumen, strategic analysis, and stakeholder management experience in B2B SaaS, preferably HR technology.

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.

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 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.