Top Remote Senior Level Customer Success & Experience Jobs in Boston, MA

Manage a portfolio of existing SaaS customers, driving adoption, value realization, renewals, retention, and expansion. Develop account plans, negotiate renewal proposals, monitor customer health through analytics and telemetry, and identify churn risks and growth opportunities. Collaborate with Legal, Sales Operations, and Renewals teams on contracting, forecasting, and reporting while providing consultative product guidance.

As a Senior Business Travel Consultant, you will manage travel bookings for B2B customers, ensuring high satisfaction, mentoring junior team members, and maintaining client relationships.

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.

Manage strategic enterprise customer accounts by driving product adoption, value realization, satisfaction, renewals, and expansion. Develop success and account plans, lead executive business reviews, coordinate cross-functional resources, resolve complex customer challenges, and communicate customer insights to leadership. Maintain account health data in Gainsight, create customer advocacy content, and leverage AI-enabled solutions to improve customer success workflows. The role is remote in the United States with travel up to 40%.

Leads GitLab’s public-sector renewals organization across Federal, State and Local, and Education accounts. Manages and develops Renewal Managers, improves forecast accuracy, oversees renewal risks, drives retention and expansion, and establishes scalable operating processes. Partners with Sales, Customer Success, Finance, Legal, Product, Operations, and channel partners to support complex procurement and licensing cycles. Owns workforce planning, coverage, territory strategy, reporting, and leadership development for the renewals team.

Serve as the primary technical contact for enterprise customers, translating business needs into technical requirements and scalable solutions. Develop architecture strategies, documentation, and best-practice guidance; conduct proofs of concept, product demonstrations, training, and workshops. Troubleshoot complex infrastructure issues, advise on observability and enterprise technology, and collaborate with sales, product, and customer experience teams. Gather customer feedback to influence the product roadmap and support successful adoption of the LogicMonitor platform.

Lead enterprise customer implementations of Samsara’s IoT platform for fleet and industrial assets. Manage deployment plans, adoption roadmaps, training, product demonstrations, implementation tracking, and account health across multiple engagements. Build trusted relationships with executives and end users, resolve challenges, and collaborate with Sales, Support, Sales Engineering, and Product. Mentor Customer Success and Support teams while driving customer value, safety, efficiency, and sustainability outcomes.

Principal Customer Success Manager responsible for strategic relationships with complex enterprise customers, driving adoption, measurable outcomes, retention, and expansion. The role develops success plans, influences product direction, establishes Customer Success best practices, leads cross-functional initiatives, mentors CSMs, analyzes account health and churn risk, and supports renewals, upsells, and cross-sells. Requires executive communication, strategic account management, business acumen, and familiarity with Salesforce, Gainsight, or similar platforms.

Own and grow a portfolio of hotel chains, property management groups, ownership groups, and key lodging partners. Manage relationship cadence, QBRs, performance reviews, escalations, activation, revenue growth, and expansion opportunities. Monitor partner metrics, address underperformance, coordinate with Product, Engineering, Pricing, Connectivity, and Operations, and support renewals and commercial discussions. Maintain accurate partner, rate, contract, and pipeline records while tracking lodging distribution and technology trends.

Own a high-volume portfolio of large-market B2B clients and broker relationships, driving engagement, satisfaction, retention, and measurable ROI. The role manages account health, success KPIs, engagement plans, client projects, stakeholder communications, reporting, and educational sessions. It requires cross-functional collaboration with sales, strategic account management, and member services, plus proactive risk identification and executive-level client management. Remote work is available with travel up to 25% of the time.