Top Hybrid Customer Success & Experience Jobs in Boston, MA

Leads client success strategies for managed engineering services, aligning delivery with client goals and growth plans. Builds executive relationships, directs escalations, improves retention and adoption, oversees delivery teams, and identifies expansion opportunities. Translates client needs into service plans involving cloud, data, AI, automation, and platform modernization. Develops leaders, manages planning and dependencies, and ensures compliance with professional standards and firm policies.

Leads client engagement across managed services and software innovation engagements. Advises clients on service adoption, issue resolution, and relationship management for cloud, data, and engineering solutions. Coordinates cross-functional delivery teams, translates client needs into workplans, manages escalations, identifies service improvements, and coaches team members. Uses AI fluency, analytics, systems thinking, and CRM tools to improve outcomes, retention, and growth.

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.

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.

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.

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.