Customer Success Manager

• Own the post-sale adoption strategy for assigned federal accounts, including the customer’s adoption and enablement roadmap, value delivery plan, and success milestones
• Drive measurable value realization by helping customers define mission outcomes, track progress, identify adoption gaps, and connect UiPath usage to operational impact
• Lead regular customer governance, including weekly status updates, monthly program reviews, and Executive Business Reviews / Quarterly Business Reviews
• Build and maintain account-level visibility into delivery milestones, accomplishments, risks, upcoming activities, and dependencies
• Serve as a trusted advisor to customer executives and program leaders, maintaining alignment around mission priorities, business outcomes, renewal readiness, and expansion opportunities
• Orchestrate end-to-end adoption delivery across internal and external workstreams, ensuring Account Executives, Sales Engineers, TAMs, Professional Services, partners, and customer teams are aligned
• Partner with TAMs and technical teams on platform health, technical roadmap, maturity reviews, testing considerations, and technical working sessions as needed
• Navigate complex federal environments, including legacy system constraints, stakeholder dependencies, network access, security considerations, deployment blockers, and change management
• Support customers in identifying and codifying automation, AI, and agentic opportunities through discovery sessions, workshops, and current-footprint analysis
• Act as the voice of the customer within UiPath by surfacing customer needs, product feedback, risks, and adoption blockers to the right internal teams
• Proactively identify and resolve issues by coordinating with customer stakeholders and UiPath teams to remove obstacles and keep adoption plans on track
• Share best practices that help customers become more self-sufficient in operating, governing, and scaling their UiPath automation programs

Customer Success Manager – Public Sector

• Advocate for customers to ensure a positive experience with the program
• Provide scheduling and integration support for customer changes
• Develop or support development of plans, processes, reports, briefs, training material, user guides
• Work with senior leadership on planning and executing tasks using Agile methodologies
• Analyze customer requirements to anticipate and provide solutions
• Conduct demonstrations of delivered solution capabilities

Customer Success Manager – Secret Clearance

• Develop and execute the overall Client Success strategy across SS&C Health's client portfolio.
• Build trusted executive relationships with C-suite leaders at strategic client organizations.
• Serve as executive sponsor for key accounts, leading governance, executive business reviews, and strategic planning sessions.
• Ensure clients achieve measurable business outcomes and maximize the value of their SS&C Health investment.
• Establish a disciplined Client Health framework utilizing operational, financial, relationship, and adoption metrics.
• Drive client retention while identifying expansion and cross-sell opportunities in partnership with Sales.
• Lead renewal strategy and commercial planning across strategic accounts.
• Proactively identify risks and implement recovery plans before issues impact client satisfaction.
• Lead, coach, and develop a high-performing Client Success organization.
• Foster a culture of accountability, proactive communication, continuous improvement, and client advocacy.
• Drive consistency in governance, account planning, success metrics, and executive communications.
• Partner closely with Product, Operations, Professional Services, Sales, and Support to deliver a seamless client experience.
• Develop executive-level account strategies aligned with client priorities and SS&C Health growth objectives.
• Lead complex client negotiations and strategic commercial discussions.
• Influence organizational priorities by bringing forward market insights, client feedback, and emerging opportunities.
• Champion process improvements that improve client outcomes and operational efficiency.

Vice President, Client Success

Implementation Specialist

• Gather, analyze, and document business requirements for insurance product implementations, enhancements, and system changes.
• Partner with Product Managers, Actuaries, Compliance, and Engineering to translate product specifications, underwriting rules, and regulatory requirements into clear business and system requirements.
• Configure and support the implementation of insurance products, including coverages, rating structures, forms, and underwriting rules within internal systems.
• Review product configuration, rating algorithms, and rate tables to help ensure accuracy, completeness, and alignment with approved filings.
• Research and analyze policy forms, endorsements, and regulatory filings to support compliant product implementation.
• Develop, execute, and document test cases and test scenarios for system, integration, and user acceptance testing.
• Validate rating calculations, coverage rules, policy forms, and system functionality; identify defects, document findings, and partner with technical teams through resolution and retesting.
• Maintain accurate implementation documentation and support knowledge sharing for new product launches and system enhancements.
• Collaborate effectively with cross-functional partners to support timely and accurate delivery of product initiatives.
• Continuously build knowledge of Branch products, insurance concepts, system functionality, and regulatory requirements to increase individual effectiveness and contribution over time.

Senior Implementation Specialist

• The Senior Customer Success Manager is the CEO of your book of business.
• A high performer who is SaaS revenue focused, responsible for managing and developing multiple medium/large Duck Creek OnDemand and OnPrem accounts.
• Act as the primary contact and trusted advisor for your customers and provide an interface between the Customer/System Integration (SI) partner(s), and internal Duck Creek teams.
• Manage 4+ medium/large OnDemand or OnPrem accounts.
• Develop and foster a trusted relationship with the Customer and SI partners.
• Meet with Customer leadership teams to understand their business goals and strategic priorities, including the preparation of customer success plans with an eye toward future sales opportunities and product expansion at time of renewal.
• Stay up to date with the latest features and updates of Duck Creek’s suite of products and services, conduct review sessions, and identify opportunities for upselling and cross-selling, including active management of NRR and GRR.
• Track renewals through their lifecycle, highlighting potential risks, and building strategic account plans to ensure success.
• Facilitate weekly, monthly, and quarterly customer governance meetings, including preparation of reports, governance decks and working with all parties to schedule customer sessions.
• Mentors junior Customer Success Managers.
• Gather customer feedback by playing an active role in the NPS customer survey activities by encouraging customer feedback, assessing results, and developing measurable closed loop action plans.

Senior Customer Success Manager

• Develop a portfolio of ~35 Enterprise customer accounts, all of which are high-touch customers with complex needs.
• Regularly reach out to your accounts to gather intelligence on how they are currently using our products and determine what features and services are most valuable to their businesses, while also coaching them on best practices.
• Build and maintain senior-level relationships with your customer accounts while creating a premium and high-caliber experience.
• Collaborate with customers by solving complex problems with out-of-the-box solutions to strategically and continually increase product value.
• Help find new ways to continuously improve our customers experience, both in our product and processes.
• Analyze user engagement data and identify actionable insight - KPI’s will be reported on regularly.
• Organize ServiceTitan customers into appropriate segments for up-selling and cross-selling opportunities.
• Be a mentor and resource to new hires, and members of the non-Enterprise Success Team.

Enterprise Customer Success Manager, Exteriors

Onboarding Specialist

• Manages daily driver candidate interviews
• manages logistics of scheduling on site interviews at various sites
• responsible for Weekly new employee onboarding training
• partners with multiple business units to lead workforce planning and set staffing goals
• oversees candidate offer process in partnership with Talent Acquisition partners
• responsible for assurance of OJT completion
• investigates why employees are leaving the company
• assists District manager in the creation and execution of retention strategy
• creates and submits weekly and month end reports to senior management

Onboarding Optimization Manager

• Build trusted relationships across all levels of customer organizations, from technical end users to business executives.
• Build, maintain, and execute strategic account plans for your customers.
• Lead strategic engagements such as 1:many customer enablement, executive business reviews, and new customer onboardings.
• Serve as the primary advisor across technical initiatives and strategic business outcomes.
• Identify and mitigate risks within your customer portfolio.
• Navigate the Chronosphere ecosystem to remove obstacles, drive adoption, and maximize customer value.
• Act as the voice of the customer to influence product development and customer success strategies.
• Drive adoption of Chronosphere’s platform and features, delivering measurable value and communicating ROI.
• Deliver strategic insights to help customers achieve their business goals.
• Contribute to the evolution of Chronosphere's Customer Success playbooks and best practices.

Customer Success Architect

• Serve as the primary point of contact for AMER-based customers, ensuring alignment with operational goals and business outcomes.
• Manage key accounts across major U.S., Canadian, Latin American, and Caribbean airlines, ground handlers, and airport authorities.
• Partner with regulatory agencies (e.g. government customers – customs, immigration, etc.) and ensure coordination on compliance-related topics where applicable.
• Maintain deep knowledge of regional fleet types, operational models, and aviation ecosystem differences across AMER markets.
• Lead business reviews, product adoption strategies, and success planning sessions with customer leadership teams.
• Proactively identify areas of risk and opportunity to improve customer outcomes and maximize retention.
• Collaborate cross-functionally with Product, Engineering, Sales, and Support teams to ensure unified customer engagement.
• Represent the voice of the customer within the organization and support continuous improvement initiatives.
• Support escalations, coordinate resolution paths, and ensure a consistent customer experience across all engagements.
• Position will require travel up to 25%.

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts
• Embed as a trusted advisor across decentralized buying centers
• Act as the “quarterback” for a global virtual account team
• Design and scale AI-powered customer programs
• Drive adoption and consumption growth
• Own expansion and upsell motions directly on retention-focused accounts
• Lead strategic success planning, QBRs, and EBRs
• Guide high-stakes consolidation and “build vs. buy” evaluations
• Navigate complex commercial and governance realities
• Build compelling demonstrations, executive presentations, and business value documents
• Serve as the vital link between customers and Branch

Strategic Customer Success Manager – MarTech / AdTech

• Serve as the primary operational partner and strategist for the Customer Success and Solutions (CS) organization
• Take ownership of key initiatives from analysis, scoping, execution, optimization, monitoring, and beyond
• Collaborate with CS leadership and frontline managers to build trust in operational processes
• Build dashboards on key CS metrics (customer health, churn, expansions)
• Own CS operational initiatives end-to-end, turning strategy into executable plans
• Act as the primary liaison between CS and Business Systems, translating technical requirements into practical solutions

Customer Success Operations Lead

• Serve as the primary post-sale relationship owner for a portfolio of U.S. federal and civilian agency customers
• Develop and execute tailored Customer Success Plans that align NVIDIA AI solutions to each agency's mission priorities
• Lead regular Executive Business Reviews and agency-level health check-ins
• Drive software adoption and usage expansion across NVIDIA AI Enterprise, Run:AI, Omniverse, and hardened AI container deployments
• Identify and proactively manage customer health risks
• Partner closely with federal system integrators, OEM partners, and prime contractors
• Serve as the voice of the customer internally
• Support renewal readiness by ensuring customers are achieving their defined success metrics

• Lead customer implementation engagements from technical onboarding through successful production deployment on Game Warden.
• Implement and maintain secure cloud-native deployment patterns within highly regulated environments, including container hardening and CVE remediation required for DoD accreditation.
• Lead application onboarding, platform migrations, runtime configuration, and production cutovers while minimizing deployment risk and customer disruption.
• Navigate ATO processes, government change control procedures, and classification-level constraints to deliver compliant implementations within customer-specific operational boundaries.
• Partner directly with customer application teams to design and execute secure deployment strategies aligned with platform best practices and government compliance requirements (FedRAMP High, DoD IL4/IL5/IL6).
• Partner with Platform Engineering, Product, Customer Support, and Mission Success to ensure successful onboarding, production readiness, and operational handoff.
• Identify recurring implementation challenges and improve customer onboarding through documentation, automation, standardized deployment processes, and implementation best practices.
• Contribute to technical documentation, reusable implementation guides, runbooks, and knowledge sharing that improve both customer onboarding and internal engineering effectiveness.
• Mentor Customer Operations Engineers through implementation planning, deployment execution, and technical coaching while fostering a culture of operational excellence and continuous improvement.

Senior Customer Operations Engineer

• Managing a specific block of clients and driving growth within the customer base
• Developing and maintaining long-term relationships by providing excellent customer service
• Negotiating/renewing existing client contracts
• Responsible for program governance and issuance of reports to clients
• Managing the renewal process with internal teams
• Act as a liaison with internal departments to resolve client issues

Customer Success Associate

• Target, prospect and sell by building strong relationships, exploring needs and uncovering purchasing opportunities with customers and supplier partners in an assigned territory
• Develop insights that provide opportunities to educate customers to achieve purchasing optimization, and the implementation of best practices and recommendations
• Achieve established targets and goals; report business results
• Create and manage a robust sales pipeline by leveraging internal reports, databases and tools
• Demonstrate personal ownership of the customer relationship through consistent communications, account management, and business reviews
• Connect assigned clients with key Avendra supplier partners to aid clients in their procurement needs

Customer Success Consultant

• Own a portfolio of small and mid-market customers end-to-end
• Decide how each account is structured, what the success plan looks like
• Assess account health, identify risk and expansion signals, and recommend renewal terms
• Triage and respond to customer support tickets
• Decide when to fulfill a customer request and when to push back
• Coach customers on Balanced Scorecard, OKR, and ClearPoint best practices
• Design and run customer working sessions

• Serve as the face and voice of Highspot to customers in your portfolio and as “the buck stops with you” owner of those customer relationships internally at Highspot
• Deeply understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand value, our footprint and depth of engagement
• Manage relationships with solution owners (Enablement, Marketing, Ops, etc.) to drive product usage and engagement
• Multi-thread to any stakeholder you need to engage across Enablement, Sales, Marketing, Operations, Finance, IT, and others at all levels (ATL, OTL, and BTL) to accomplish your goals; in the event of key customer stakeholder turnover, you seek and build replacement relationships
• Collaborate with customers to develop a mutual value plan
• Analyze your portfolio, identify risks and opportunities, and prioritize for impact
• Collaborate with your Account Management partners in the event of renewal risk; project manage the plan to “get to green churn risk”
• You will be responsible for identifying expansion opportunities, which you will pass on to the Account Management team
• Partner internally with Deployment Consultants, Technical Account Managers, Support, and Professional Services to optimize customer implementations and resolve technical challenges
• Help customers realize the full value of the Highspot platform; the CSM should allow the Solution Owner and ATL to believe their company has achieved ROI from Highspot that they can quantify and explain
• Drive product adoption and ongoing usage of Highspot with a focus on making Highspot an essential platform for the customer while promoting customer satisfaction and advocacy
• Identify opportunities to sell add-on services in support of achieving customer goals
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

• Serve as the primary point of contact for nebulaONE subscription clients.
• Build and maintain strong, long-lasting client relationships.
• Understand clients’ business objectives and proactively address their needs.
• Monitor client accounts to ensure subscription usage, renewal, and expansion.
• Educate clients on nebulaONE features, updates, and best practices to maximize value.
• Address client inquiries, troubleshoot issues, and coordinate with technical teams for resolution.
• Advocate for clients internally to ensure their feedback and concerns are addressed.
• Identify opportunities for clients to benefit from additional nebulaONE products or enhanced subscription tiers.
• Deliver regular account reviews and usage reports to clients.
• Collect and relay client feedback to product and project teams for continuous improvement.
• Perform other duties as assigned.

• Serve as a key member of the owning technical aspects of direct customer deployment implementations
• Develop in-depth technical knowledge of Second Front products and represent 2F internally and externally as a trusted subject matter expert on the Federal team
• Identify areas for improvement in our onboarding or customer support processes and engage with product teams to align roadmaps with demand signals
• Onboard our customers’ apps into GameWarden for security scanning, deployment configuration and development of accreditation products
• Configure and perform customer deployments in the cloud environments
• Work with on-premises hardware to prepare and install devices with secure OS and Kubernetes

Forward Deployed Engineer – Implementation Focus

• Drive Customer Value & Growth
• Ensure every customer experiences consistent, high-quality engagement throughout their lifecycle.
• Partner with Sales, Renewals, and Services leadership to drive adoption, retention, and expansion across the customer base.
• Model and coach a cohesive account team approach — ensuring CSMs, TAMs, Account Executives, and Renewal Managers operate as a unified team aligned on customer outcomes.
• Provide executive sponsorship for strategic accounts and serve as a trusted advisor to C-level customer stakeholders.
• Cultivate Deep Product Expertise
• Uphold one of the hallmarks of Highspot’s Customer Success team by developing and maintaining deep knowledge of our platform and its integrations within customer environments.
• Ensure the CSM organization is equipped to provide best practices, training, and guidance that maximize customer value and adoption.
• Champion product expertise as a differentiator, reinforcing credibility and trust with customers at every level.
• Foster a High-Performance Culture
• Lead with a people-first mindset — genuinely investing in the development, wellbeing, and career growth of every member of your team.
• Hire, coach, and develop top talent at every level of the CSM org, leading with high emotional intelligence and self-awareness.
• Set and uphold high performance and engagement standards, balancing accountability with empathy.
• Cultivate a culture that embodies Highspot’s guiding principles, especially “Enjoy the Ride.”
• Drive Commercial Impact & Retention
• Lead a team in owning and exceeding a dedicated customer retention target for your assigned strategic portfolio.
• Drive adoption of MEDDPICC sales methodology.
• Ensure your CSMs run proactive renewal validation — confirming stakeholder alignment, surfacing risk, and documenting customer value — in close partnership with their Renewal Managers.
• Maintain forecasting accuracy for renewals and expansion, providing reliable, data-driven insights to leadership.
• Drive your CSMs to surface and qualify expansion opportunities in partnership with Account Executives who own the commercial relationship, stepping in to support key deals as needed.
• Collaborate Cross-Functionally
• Partner with Product leadership to channel customer insights into product strategy and innovation.
• Work with Marketing and Sales to align on customer advocacy, referenceability, and expansion opportunities.
• Collaborate with Operations and Analytics to ensure data-driven decision-making across the CSM function.
• Lead & Scale the Organization
• Build and inspire a segment-focused Customer Success team that sets the standard for excellence across Enterprise and Strategic accounts.
• Implement scalable processes, tools, and metrics that drive efficiency, consistency, and predictable outcomes.
• Develop the leadership bench within the CSM org, ensuring succession planning and long-term organizational strength.

Customer Success jobs in Maryland

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Customer Success Manager – Public Sector

Customer Success Manager – Secret Clearance

Vice President, Client Success

Senior Implementation Specialist

Senior Customer Success Manager

Enterprise Customer Success Manager, Exteriors

Onboarding Optimization Manager

Customer Success Architect

Customer Success Manager

Strategic Customer Success Manager – MarTech / AdTech

Customer Success Operations Lead

Senior Customer Success Manager

Senior Customer Operations Engineer

Customer Success Associate

Customer Success Consultant

Customer Success Associate

Senior Customer Success Manager

Customer Success Associate

Forward Deployed Engineer – Implementation Focus

Director, Customer Success Management