Top Hybrid Customer Success & Experience Jobs in Boston, MA

Leads and coaches an account management team responsible for renewals, upsell, cross-sell, forecasting, and net revenue retention. Serves as executive sponsor for high-risk renewals and complex negotiations, partners cross-functionally to reduce churn and expand adoption, and develops repeatable commercial processes. The role is a player-coach position requiring quota ownership, talent development, enterprise customer management, and strong commercial execution.

Manages a portfolio of B2B technology partners after contract execution, serving as the primary relationship owner. Responsibilities include partner engagement, business reviews, post-launch coordination, issue escalation, royalty reporting, forecasting, account performance management, and cross-functional collaboration. The role also develops scalable client success processes, dashboards, and operating mechanisms while identifying growth opportunities and communicating partner insights to internal teams.

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.

Administer and optimize Gainsight, Gong, and related Customer Experience systems. Build workflows, health scores, dashboards, integrations, and customer success programs supporting onboarding, renewals, and risk mitigation. Maintain data integrity, gather requirements, lead system enhancement projects, and collaborate with CX, Product, and RevOps teams. Provide training, documentation, stakeholder communication, and operational insights through KPIs and reporting.

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.

Partners with enterprise IT leaders to identify, redesign, and implement DEXOps workflows using the Nexthink platform. Facilitates quarterly customer health reviews, maps technical and organizational dependencies, secures executive ownership, tracks workflow impact, and drives adoption. Advises customers on IT operating models, service delivery transformation, automation, and change management while collaborating with Product and Sales and mentoring customer and internal teams.

Manage strategic enterprise customer relationships and guide Fortune 100 organizations through secure software development transformations. Lead customized onboarding, adoption, retention, strategic business reviews, ROI analysis, and expansion initiatives. Partner with Sales, Product, and Support to resolve technical challenges, advocate for customer needs, and influence product roadmaps. Advise engineering and security leaders on application security workflows and help customers achieve measurable value from Snyk’s platform.

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.

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.