Top Hybrid Customer Success & Experience Jobs in Boston, MA

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.

Handle complex customer escalations involving usage metering, billing anomalies, cloud cost management, quotas, overages, and telemetry attribution. Partner with Product, Engineering, and Finance to investigate issues, improve billing transparency, develop diagnostics and playbooks, train global Solutions teams, and communicate cost impacts to technical and business stakeholders.

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.

The Director of Customer Experience & Scaled Success at Hi Marley leads customer engagement strategies and adoption journeys, enhancing customer experience and operational efficiency while fostering community and advocacy.