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Customer Success Program Manager Jobs in Baltimore, MD

GardaWorld

Customer Success Manager

Hanover, MD

$70K/yr

Lead the Way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a ...

GardaWorld

Customer Success Manager

Hanover, MD

$70K/yr

Lead the Way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a ...

GardaWorld

Customer Success Manager

Hanover, MD

$70K/yr

Lead the Way as a Customer Success Manager. Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth. Join ECAM as a ...

GardaWorld

Customer Success Manager

Hanover, MD · On-site

$70K/yr

Lead the Way as a Customer Success Manager. Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth. Join ECAM as a ...

GardaWorld

Customer Success Manager

Hanover, MD · On-site

$70K/yr

Lead the Way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a ...

GardaWorld

Customer Success Manager

Hanover, MD

$70K/yr

Lead the Way as a Customer Success Manager! Are you passionate about helping customers, building strong relationships, and turning great service into long-term retention and growth? Join ECAM as a ...

Medisolv, Inc.

Customer Success Manager

Columbia, MD · On-site

What You'll Do to Make an Impact As a Customer Success Manager (CSM), you will be a strategic partner for healthcare organizations across the country, guiding them through the intricacies of quality ...

Tenable, Inc.

Customer Success Manager

Columbia, MD · Remote

The Customer Success Manager executes foundational customer success strategies to ensure customer ... programs. US Pay Range$520,000--$980,000 MXN We're committed to promoting Equal Employment ...

Peraton

Customer Success Lead

Annapolis Junction, MD · On-site

$104K - $166K/yr

Develop the onboarding program for new program offices * Manage escalations and serve as the ... in customer success, technical support management, or service delivery * 3+ years in a leadership ...

Peraton

Customer Success Lead

Annapolis Junction, MD · On-site

$104K - $166K/yr

Develop the onboarding program for new program offices * Manage escalations and serve as the ... in customer success, technical support management, or service delivery * 3+ years in a leadership ...

Peraton

Customer Success Lead

Annapolis Junction, MD

$104K - $166K/yr

Develop the onboarding program for new program offices * Manage escalations and serve as the ... in customer success, technical support management, or service delivery * 3+ years in a leadership ...

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All JobsCustomer Success Program Manager JobsCustomer Success Program Manager Jobs in Baltimore, MD

Customer Success Program Manager information

See Baltimore, MD salary details

$32.3K

$82.5K

$139.1K

How much do customer success program manager jobs pay per year?

As of Jun 16, 2026, the average yearly pay for customer success program manager in Baltimore, MD is $82,536.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,100.00 and $98,400.00 per year, depending on experience, location, and employer.

What is a CSM salary?

A Customer Success Program Manager (CSM) salary typically ranges from $70,000 to $120,000 annually, depending on experience, location, and company size. Senior CSMs or those in high-demand industries may earn higher compensation, often supplemented with bonuses or incentives. The role often requires strong communication skills and familiarity with customer relationship management tools.

What jobs pay 2000 a day?

In the context of a Customer Success Program Manager, earning $2,000 a day typically requires senior-level roles with extensive experience, such as executive positions or specialized consulting roles. These positions often involve high-level strategic responsibilities, industry expertise, and may require certifications or advanced skills. Such high daily rates are more common in consulting, executive management, or specialized advisory roles rather than standard employment.

What is a Customer Success Program Manager?

A Customer Success Program Manager is a professional responsible for overseeing and implementing programs that help clients achieve their desired outcomes with a company's products or services. They work closely with customers to understand their needs, ensure satisfaction, and drive product adoption and retention. Their role often includes developing strategies, coordinating cross-functional teams, and measuring the success of customer-centric initiatives. By acting as a bridge between clients and internal teams, they help foster long-term customer relationships and business growth.

What is the difference between Customer Success Program Manager vs Customer Success Manager?

AspectCustomer Success Program ManagerCustomer Success Manager
ResponsibilitiesOversees multiple customer success initiatives, manages programs, and develops strategies to improve customer retentionBuilds relationships with individual clients, ensures their satisfaction, and manages day-to-day account needs
Required SkillsProgram management, strategic planning, cross-functional collaborationCustomer relationship management, communication, problem-solving
Work EnvironmentTypically in a team managing multiple accounts or programs within SaaS or tech companiesDirect interaction with clients, often in customer-facing roles within similar industries

The Customer Success Program Manager focuses on managing success programs and strategies across multiple clients, while the Customer Success Manager works directly with individual clients to ensure satisfaction. Both roles require strong communication skills and industry knowledge, but the Program Manager emphasizes strategic oversight and program development.

What does a customer success program manager do?

A customer success program manager oversees initiatives to ensure customers achieve their desired outcomes with a company's products or services. They develop and implement customer success strategies, coordinate cross-functional teams, and analyze customer data to improve satisfaction and retention. Strong communication skills and familiarity with customer relationship management (CRM) tools are essential for this role.

Do CSMs make good money?

Customer Success Program Managers typically earn competitive salaries that vary by industry, experience, and location. According to industry data, the median annual salary ranges from $70,000 to $120,000, with higher earnings possible for those with advanced certifications or extensive experience. Bonuses and performance incentives are also common components of compensation for this role.

What are the key skills and qualifications needed to thrive as a Customer Success Program Manager, and why are they important?

To thrive as a Customer Success Program Manager, you need strong program management capabilities, experience in customer success or account management, and often a bachelor's degree in business or a related field. Familiarity with customer relationship management (CRM) tools like Salesforce, customer success platforms such as Gainsight, and data analytics systems is typically required. Excellent communication, problem-solving, and leadership skills help you build trust with clients and effectively coordinate cross-functional teams. These skills and qualities are vital to ensure customers achieve their goals, drive product adoption, and foster long-term business relationships.

How does a Customer Success Program Manager typically collaborate with cross-functional teams to drive customer outcomes?

Customer Success Program Managers often work closely with teams such as Sales, Product, and Support to ensure customers achieve their desired outcomes. This collaboration involves regular meetings to share customer feedback, align on program goals, and coordinate resources for onboarding, adoption, or issue resolution. Effective communication and project management skills are essential, as the Program Manager acts as a bridge between the customer and internal teams, ensuring everyone is working toward common objectives. This cross-departmental approach helps deliver a seamless customer experience and drives long-term retention.
What are popular job titles related to Customer Success Program Manager jobs in Baltimore, MD? For Customer Success Program Manager jobs in Baltimore, MD, the most frequently searched job titles are:
What job categories do people searching Customer Success Program Manager jobs in Baltimore, MD look for? The top searched job categories for Customer Success Program Manager jobs in Baltimore, MD are:
What cities near Baltimore, MD are hiring for Customer Success Program Manager jobs? Cities near Baltimore, MD with the most Customer Success Program Manager job openings:
Customer Success Program Manager jobs near you
Infographic showing various Customer Success Program Manager job openings in Baltimore, MD as of June 2026, with employment types broken down into 79% Full Time, 19% Part Time, 1% Temporary, and 1% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $82,536 per year, or $39.7 per hour.

Enterprise Customer Success Manager - State Program Lead

Impruvon

Baltimore, MD • On-site, Remote

$90K - $110K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Enterprise Customer Success Manager - State Program Lead
Department: Customer Success
Employment Type: Full Time
Location: Remote - USA
Reporting To: Chief Customer Officer
Compensation: $90,000 - $110,000 / year
Description
Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care.
At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people's lives.
As part of the Customer Experience team, the Enterprise Customer Success Manager - State Program Lead will serve as the strategic leader for one of Impruvon's State Contracts, one of the company's most important enterprise partnerships. This role is responsible for ensuring successful implementation, adoption, and expansion of the Impruvon platform across participating providers throughout the state.
The Enterprise CSM will own executive relationships with state stakeholders and partner organizations while leading and mentoring a team of In-State Customer Success Managers responsible for provider engagement and frontline program support. This role requires strong leadership, program management, and the ability to drive measurable outcomes across complex healthcare and government environments.
Key Responsibilities
Enterprise Program Leadership
  • Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners.
  • Manage relationships with stakeholders across multiple levels including State agency leadership, executive sponsors, program administrators, provider executives and clinical leaders.
  • Own full-stack customer success support across software, hardware, and services for the enterprise program.
  • Lead large-scale program deployments and implementations including:
    • Program planning and coordination
    • Cross-functional collaboration with Product, Engineering, and Operations
    • Platform configuration and readiness
    • Quality assurance (QA)
    • Go-live execution and post-implementation optimization
  • Drive enterprise adoption and outcomes across the provider network.
  • Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates.
  • Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities.
  • Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI.

Team Leadership & People Management
  • Lead and manage a team of 1-3 In-State Customer Success Managers supporting providers across the state.
  • Serve as the first point of escalation for customer issues and help resolve complex provider challenges.
  • Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
  • Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials.
  • Support the growth and development of team members through:
    • Regular 1:1 meetings
    • Performance reviews
    • Individual development plans
    • Coaching and mentorship
  • Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth.

Strategic Growth & Program Development
  • Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon's strategic goals.
  • Identify and implement operational improvements that scale the customer experience as enterprise programs expand.
  • Lead and support upsells and expansion opportunities within the enterprise program.
  • Document customer insights, feature requests, and program feedback to inform product development and roadmap planning.
  • Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

Skills, Knowledge and Experience
Requirements
  • 7+ years of experience in Customer Success, Enterprise Account Management, or a similar customer-facing role, preferably within healthcare SaaS.
  • Demonstrated success managing large enterprise or government accounts with complex stakeholder environments.
  • Experience leading, hiring, onboarding, and developing customer success or account management teams.
  • Strong program and project management skills with experience delivering multi-site implementations.
  • Excellent communication skills with executive presence and experience engaging C-suite and public sector stakeholders.
  • Ability to balance strategic program leadership with tactical execution.
  • Experience with customer success tools and platforms (e.g., HubSpot, JIRA, Confluence, or similar systems).
  • Healthcare industry knowledge including HIPAA, DEA compliance, and electronic medical records (Epic, Cerner, Meditech, etc.) strongly preferred.
  • Ability to travel up to 25% of the time.
  • Residence in the state is preferred, not required.

Key Performance Indicators (KPIs)
Success in this role will be measured through:
  • Net Revenue Retention (NRR)
  • Renewal Rate
  • Upsell and Expansion Revenue
  • Net Promoter Score (NPS)
  • Customer Satisfaction (CSAT)
  • Customer Health Score
  • Enterprise Implementation and Go-Live Success
  • Adoption Across Participating Providers

What Success Looks Like
  • Deep Partnership: You have developed a meaningful, trusting relationship with state stakeholders. They view Impruvon not just as a vendor, but as a critical strategic partner in their mission to improve resident safety and program accountability.
  • Operational Harmony: The "State Model" for software deployment is seen as a gold standard within the company, characterized by high adoption rates, minimal deployment friction, and measurable ROI for providers.
  • Team Excellence: You have built a high-performing In-State CSM team that feels supported, coached, and empowered to navigate the unique challenges of frontline healthcare environments.
  • Program Expansion: Your leadership has secured the program's longevity through high renewal rates and the identification of new opportunities to expand Impruvon's impact within the state's healthcare ecosystem.

Benefits
At Impruvon, we know our people are our greatest asset. We provide a benefits package designed to support your well-being and growth, including:
  • Competitive compensation aligned with experience
  • 100% company-paid medical coverage (base plan)
  • Dental & vision available
  • 401(k) retirement plan
  • Company-paid life, AD&D, STD & LTD insurance
  • Lifestyle Spending Account (wellness, personal use, and company swag)
  • Flexible PTO + company holidays
  • Flexible, remote-friendly work environment
  • Opportunity to own and grow a critical function within the company
  • Mission-driven work with real impact on vulnerable populations

Why Join Us
Working at Impruvon Health means being part of a mission-driven, passionate, and collaborative team. Every role contributes to improving lives and reducing risks in care settings across the country. Your expertise will help ensure we can continue to innovate, grow, and deliver on our promise of safer, smarter care.

Apply