Top Hybrid Customer Success & Experience Jobs in Boston, MA

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 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.

Lead post-sales relationships for a portfolio of enterprise customers to drive adoption, retention, value realization, and executive alignment. Build success plans, run Executive Value Reviews, monitor health via Gainsight, mitigate risk, coordinate cross-functional resources, and promote customer advocacy and growth opportunities.

Own AI partnership development from qualification through launch while managing strategic customer accounts. Build partner relationships, coordinate cross-functional sales, product, engineering, legal, and marketing efforts, and drive commercial outcomes. Lead customer adoption, renewals, expansion, trial conversion, and time-to-value for API, enterprise, and developer products. Operate autonomously in ambiguous environments, create new playbooks, resolve engagement issues, and manage senior stakeholder relationships globally.

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.

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.

Serves as the strategic advisor and primary contact for middle market insurance clients. Manages benefit plans, contracts, renewals, escalations, compliance obligations, and client transitions. Builds relationships, leads stewardship meetings, analyzes claims reporting, identifies cross-sell and upsell opportunities, and drives retention and revenue growth. Coordinates cross-functional issue resolution, process improvements, and complex initiatives while mentoring colleagues and maintaining expertise in regulatory and industry developments. Requires group insurance client management experience, a state insurance license, strong analytical and communication skills, and up to 50% travel.

Troubleshoot, debug, reproduce, and resolve complex customer issues with an AI-powered code review platform. Educate customers, support adoption and retention, collaborate with developers on defects and product improvements, test new features, develop scalable support tools, analyze customer risks, maintain knowledge bases, and provide scheduled off-hours support.