Top Hybrid Customer Success & Experience Jobs in Boston, MA

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.

Own the end-to-end customer lifecycle for Robin’s B2B SaaS customers, including onboarding, relationship management, adoption, renewals, and expansion. Drive retention and revenue goals through account planning, usage analysis, executive business reviews, and advocacy development. Partner with Support, Product, Engineering, Sales, and Marketing to resolve issues, communicate roadmap value, and deliver customer feedback. Manage a multi-million-dollar book of national and multinational accounts.

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 a high-volume book of Datadog customers by building strategic relationships, driving product adoption, supporting retention, identifying renewal risks and growth opportunities, and advising customers on effective product use. Handle technical support escalations, billing questions, and enablement requests while collaborating with support, product, finance, and legal teams. Negotiate contract terms and pricing for upsell and cross-sell opportunities.

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.

Manage an education-client portfolio, build strategic relationships, drive adoption and expansion of payment solutions, oversee implementations, renew contracts, negotiate upsells, and identify client risks and growth opportunities. Collaborate cross-functionally to improve processes, resolve issues, and deliver presentations to stakeholders and executives. Use data-driven account planning to support retention and revenue growth.

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

Manage a portfolio of ~55 mid-market SaaS customers to drive adoption, value realization, renewals, and upsell. Build executive relationships, execute customer success plans, run business reviews and workshops, track value delivery, escalate risks, and collaborate across Sales, Services, Support, and Product. Maintain CRM records and support digital success programs.