Top Hybrid Customer Success & Experience Jobs in Boston, MA

Build and lead CarGurus Canada’s Account Management function, including designing scalable processes, hiring and developing Account Managers, and establishing team standards. Drive dealer retention, product adoption, expansion, churn mitigation, and customer success across account segments. Partner with sales and cross-functional leaders, use KPIs and data to guide decisions, resolve escalations, and improve dealer outcomes and team performance.

The Customer Success Manager will develop customer relationships, lead strategic calls, and drive growth through onboarding and renewals while identifying upsell opportunities.

The Customer Success Manager will oversee customer accounts, drive the use of Tulip's platform for operational improvement, manage renewals, and collaborate with internal teams to enhance customer relations and processes.

Lead and build MongoDB's Critical Accounts program and Customer Health Platform. Design frameworks, operating model, playbooks, KPIs, and executive reporting. Hire and manage a lean program team, coordinate cross-functional interventions, drive platform roadmap and AI-driven signals, and ensure insights translate into reduced churn and measurable business outcomes.

Owns deployment, adoption, and value realization for 40–50 B2B SaaS accounts. Leads implementation planning, risk resolution, customer enablement, success planning, executive reviews, renewals, and expansion in partnership with sales. Advises customers on analytics data architecture, instrumentation, taxonomy, and AI workflows while driving measurable business outcomes. The role also develops repeatable playbooks, shares best practices, and channels customer feedback internally.

Own a roughly $3M customer portfolio, driving retention, expansion, portfolio health, and executive stakeholder engagement. Build scalable customer-success playbooks, automations, and touchpoints while identifying opportunities for high-impact personal involvement. Nurture champions, share customer feedback with product and go-to-market teams, manage complex accounts, coach junior CSMs, and lead team initiatives. The role involves customer travel, flexible hours for US time zones, and contributing to the evolution of customer success at an AI/SaaS scale-up.

Supports assigned client accounts throughout the contract lifecycle by responding to inquiries, monitoring shared communications, coordinating with sales teams, channel partners, and energy suppliers, and resolving billing, enrollment, and service issues. Documents account activity, escalates complex problems, identifies recurring process gaps, and contributes to continuous improvement while maintaining compliance and accurate contract processing.

Manage a portfolio of enterprise customers, driving retention, expansion, software adoption, ROI realization, and long-term success. Build executive and operational relationships, lead multi-site rollouts, conduct business reviews, resolve escalations, and collaborate with Sales, Product, Implementation, and Support. The role requires manufacturing domain knowledge, technical aptitude, strategic account planning, and up to 50% travel.

Leads Videa’s post-sale customer success and expansion engine for enterprise and mid-market DSO accounts. Oversees onboarding, customer health, strategic account relationships, pilots, rollouts, cross-selling, QBRs, ROI analysis, and revenue expansion. Builds and mentors the Account Management organization, establishes lifecycle processes and performance metrics, and partners with Sales, Product, Marketing, Partnerships, and Clinical Success to improve customer value and shape product direction.

Own relationships with 30–50 B2B SaaS accounts from onboarding through renewal and expansion. Drive adoption, retention, ROI, executive engagement, renewals, upsells, forecasting, and customer health in Salesforce. Partner with TAMs and internal teams on success plans, escalations, and customer advocacy. Use AI to automate workflows and improve scalability, while managing commercial negotiations and revenue-related KPIs.