Customer Retention Specialist

• Monitoring customer health signals across the DP360 dealer base — usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines — to flag at-risk accounts before churn intent is expressed.
• Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI.
• Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments.
• Owning the save process for customers who’ve submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution.
• Building and maintaining a library of reactive retention playbooks — objection-handling scripts, concession frameworks, and win-back offer guidelines.
• Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy.
• Owning churn reporting for DP360 — producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment.
• Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives.
• Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews.

Senior CRM Retention Specialist

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

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

• Serve as the primary maritime mission subject matter expert supporting U.S. Government customers throughout the customer lifecycle.
• Build trusted relationships with stakeholders across NIWC Pacific, NIWC Atlantic, NAVWAR, U.S. Navy Program Offices, Fleet organizations, Marine Corps, Coast Guard, and other maritime mission partners.
• Partner with Account Executives during customer engagements to understand mission requirements, shape technical solutions, and support strategic growth opportunities.
• Work alongside customer operators and analysts to understand operational workflows, intelligence requirements, and evolving mission priorities.
• Help customers successfully implement, adopt, and operationalize Vantor's geospatial intelligence, maritime analytics, and AI-enabled capabilities.
• Conduct customer briefings, product demonstrations, mission planning sessions, workshops, and training events.
• Support operational exercises, technical exchanges, and customer working groups while serving as a trusted mission advisor.
• Gather customer feedback and operational insights to help influence product roadmap priorities and future capability development.
• Collaborate with Product, Engineering, and Delivery teams to resolve customer challenges and continuously improve the customer experience.
• Monitor customer adoption, mission outcomes, and operational success while proactively identifying opportunities for expansion within existing accounts.
• Support proposal efforts, capture activities, and technical responses by providing maritime operational expertise.
• Represent Vantor at industry conferences, Navy and NIWC events, and customer forums.

Maritime Mission Customer Success Manager – TS/SCI

• Consult with management on efforts and processes for overseeing customer network development and customer support activities
• Work directly with lenders to develop their capabilities to deliver loans to Fannie Mae
• Support customer engagement opportunities
• Build strong relationships with multifamily owners and DUS lenders by developing customized financing strategies and delivering best‐in‐class customer service
• Partner with credit, legal, risk, and servicing teams to structure transactions that balance mission and market objectives with sound credit principles
• Provide guidance and recommendations on promoting and selling Fannie Mae's products and services
• Provide subject matter expertise, best practices, and recommendations to management.

Principal, Multifamily Customer Engagement and Partner Management

Onboarding Specialist

• Providing tailored services for paid implementation clients including but not limited to consulting, building and graphic design
• Providing clients with creative direction and solutions to problems via tickets and phone calls and screen sharing
• Working closely with the client to curate their onboarding journey and see that apps pass internal review in six weeks or less from signup
• Reviewing client apps for quality assurance
• Working with your team on new projects and ideas to better the client experience
• Troubleshooting complex issues

Customer Onboarding Specialist

• Lead Deal Support through cross-functional influencing skills on the highest value/most complex renewals across Gartner
• Implement programs ensuring Gartner’s retention and growth strategy
• Create scalable action plans and lead presentations in planning sessions with Senior Leaders
• Drive strong collaboration with Client Value Managers and our Center of Excellence partners
• Lead quantitative & qualitative analyses to solve Gartner’s retention and growth challenges and implement solutions
• Drive constant improvement and renovation/innovation of processes and tools

Senior Manager, Retention Programs

• Lead resolution of the Customer Support team's most technically complex incidents and escalations, driving cross-functional investigations across customer architectures, platform capabilities, cloud infrastructure, and application design.
• Serve as the primary technical escalation point within Customer Support, triaging complex issues, guiding Enterprise Customer Operations Engineers through difficult troubleshooting, and ensuring critical situations are resolved with urgency and technical depth.
• Develop and maintain technical runbooks, support playbooks, automation, and knowledge base resources that improve resolution speed, consistency, and team capability.
• Participate in on-call rotation and serve as the senior technical resource during high-severity incidents, coordinating response across internal teams and communicating clearly with affected customers.
• Identify recurring operational issues and partner with Platform Engineering and Product to address root causes, reduce support burden, and improve platform reliability at scale.
• Partner with customer engineering teams to provide expert-level troubleshooting guidance, architectural context, and operational recommendations that improve long-term customer health.
• Navigate government change control processes, ATO-bounded environments, and classification-level constraints on behalf of customers and in coordination with internal teams.
• Mentor Enterprise Customer Operations Engineers through technical coaching, case reviews, and knowledge sharing that builds team capability and a culture of operational excellence.
• Collaborate with Implementation Engineering on complex onboarding transitions to ensure operational risks are identified and addressed before customers move to production.

Senior Enterprise Customer Operations Engineer

• 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

• Drive Adoption and Engagement through Innovative, Scalable Methods.
• Manage Accounts to Deliver Student Growth and District Renewals
• Create and Support Educator Communities
• Collaborate Across Teams to Drive Customer Satisfaction
• Leverage Technology to Deliver Efficient and Effective Support

K-12 Scaled Success Manager

• 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

Customer Advocate

• Professionally manage a high volume of phone calls and email correspondence with clients and their families providing status updates and answering questions
• Utilize internal systems to retrieve relevant information and provide accurate status updates
• Adeptly multitask to ensure efficient handling of client queries while maintaining a high level of professionalism
• Draft basic forms
• Draft written correspondence to clients and VA
• Update CCK's case management program files with all client conversations, pertinent correspondence, and information
• Attend training sessions as directed by the supervisor
• Assist with the training of new Client Advocate/Paralegals as needed

Client Advocate – Paralegal

• 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

Customer Success Associate

• 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

• The Client Engagement Manager is responsible for the planning, coordination, and the execution of strategies, resourcing, and delivery of our client’s Strategic Sourcing and Procurement strategic and operational programs.
• By collaborating with client stakeholders, this role will ensure all services are delivered according to schedule and exceptional service is provided throughout the engagement whilst maintaining the accounts P&L.
• As a crucial member of the Client Engagement Management team, you will engage with all levels of client stakeholders to identify key areas of opportunity and lead resources, including global sourcing teams, on-site and off-site delivery teams, to swift and measurable results for the client.
• You will be hands-on to develop required solutions and providing guidance, expertise and coaching when required.
• You will be accountable for delivering Chain IQ’s full suite of services, including developing and implementing new Strategic Sourcing and Operational Procurement processes, governance and spend management controls, preparing appropriate levels of operational reporting, as well as, quality measurement reporting through KPI’s and meeting defined SLA’s.

Client Engagement Manager

• 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

• Own onboarding from sales handoff through launch and first 30 days post-go-live
• Serve as the primary point of contact, aligning expectations, timelines, and technical requirements
• Ensure accurate, predictable go-lives and a smooth transition to Support/CSM teams
• Configure Tapcheck’s platform and manage data accuracy across Salesforce and internal tools
• Troubleshoot integration, payroll/timekeeping, and data-flow issues with urgency
• Work with third-party vendors when resolving complex or enterprise-level setups
• Validate deductions, sync behavior, and critical data flows after launch
• Identify and resolve issues quickly to stabilize clients within their first 30 days
• Partner with Sales, Product, Engineering, Support, and CSMs to remove blockers and improve reliability
• Maintain and refine documentation, SOPs, and onboarding tooling
• Contribute to scalable, automated onboarding workflows through our platform, OnRamp

Customer Success jobs in Virginia

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Senior CRM Retention Specialist

Customer Success Manager – Public Sector

Senior Implementation Specialist

Senior Customer Success Manager

Enterprise Customer Success Manager, Exteriors

Maritime Mission Customer Success Manager – TS/SCI

Principal, Multifamily Customer Engagement and Partner Management

Customer Onboarding Specialist

Senior Manager, Retention Programs

Senior Enterprise Customer Operations Engineer

Strategic Customer Success Manager – MarTech / AdTech

Customer Success Operations Lead

K-12 Scaled Success Manager

Senior Customer Success Manager

Client Advocate – Paralegal

Customer Success Associate

Senior Customer Success Manager

Client Engagement Manager

Forward Deployed Engineer – Implementation Focus

Onboarding Manager