ZipRecruiter

Log In

1

Customer Success Program Jobs in Baltimore, MD (NOW HIRING)

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 ...

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 ...

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 ...

next page

Showing results 1-20

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

Customer Success Program information

See Baltimore, MD salary details

$11

$24

$47

How much do customer success program jobs pay per hour?

As of Jun 16, 2026, the average hourly pay for customer success program in Baltimore, MD is $24.06, according to ZipRecruiter salary data. Most workers in this role earn between $17.69 and $25.10 per hour, depending on experience, location, and employer.

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

To thrive in a Customer Success Program role, you need a strong understanding of customer relationship management, product knowledge, and problem-solving abilities, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer engagement tools, and data analytics software is typically required. Exceptional communication, empathy, and proactive collaboration are vital soft skills that help build trust and drive customer satisfaction. These skills are essential for ensuring customer retention, fostering loyalty, and achieving business growth through positive customer experiences.

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

AspectCustomer Success ProgramCustomer Success Manager
Primary RoleDevelops and manages customer success initiatives, programs, and strategies at an organizational levelManages individual customer accounts to ensure satisfaction and retention
FocusProgram development, process improvement, and overall customer success metricsCustomer relationship management, onboarding, and support
CredentialsOften requires experience in customer success, project management, or related fieldsTypically requires experience in customer service, account management, or sales
Work EnvironmentCross-functional teams, strategic planning sessions, customer success departmentsDirect interaction with customers, account teams, and support staff

In summary, a Customer Success Program focuses on creating and managing customer success initiatives at an organizational level, while a Customer Success Manager handles individual customer relationships to ensure satisfaction and retention.

How does a Customer Success Program professional typically collaborate with other departments to enhance the client experience?

Customer Success Program professionals work closely with teams such as Sales, Product, and Support to ensure that clients achieve their desired outcomes. They often relay client feedback to the Product team for improvements, coordinate with Sales to align on client goals, and partner with Support to resolve any technical issues promptly. This cross-functional collaboration is essential for addressing customer needs holistically and fostering long-term relationships. Regular meetings and clear communication channels are key to this collaborative effort.

What is a Customer Success Program?

A Customer Success Program is a structured approach that companies use to help their customers achieve their desired outcomes while using the company's products or services. It involves proactive communication, support, and guidance to ensure customer satisfaction, retention, and growth. Customer Success Programs often include onboarding, training, regular check-ins, and feedback loops to build strong, long-term relationships with customers.
What are the most commonly searched types of Customer Success Program jobs in Baltimore, MD? The most popular types of Customer Success Program jobs in Baltimore, MD are:
What are popular job titles related to Customer Success Program jobs in Baltimore, MD? For Customer Success Program jobs in Baltimore, MD, the most frequently searched job titles are:
What job categories do people searching Customer Success Program jobs in Baltimore, MD look for? The top searched job categories for Customer Success Program jobs in Baltimore, MD are:
Customer Success Program jobs near you
Customer Success Lead

Customer Success Lead

Peraton

Annapolis Junction, MD

$104K - $166K/yr

Full-time

Posted 29 days ago

Peraton rating

8.2

Company rating: 8.2 out of 10

Based on 53 frontline employees who took The Breakroom Quiz

46th of 204 rated it services

Job description

Responsibilities

Peraton Labs is seeking a Customer Success Lead to establish and lead the customer success and support organization for a generative AI-powered analytical platform. This foundational role designs the support operating model, defines SLAs, builds the knowledge base, and hires/trains the support team. The Customer Success Lead ensures that clients adopting the platform receive exceptional onboarding, ongoing support, and proactive engagement that drives adoption and satisfaction.

Key Responsibilities

  • Design the support operating model: tier structure, escalation paths, SLAs, and KPIs
  • Build the self-service infrastructure (knowledge base, FAQs, user guides) before users onboard
  • Establish feedback loops between support, product, and engineering teams
  • Hire, train, and manage the Tier 1 and Tier 2 support teams
  • Own customer satisfaction metrics (NPS, CSAT) and customer health scoring
  • Develop the onboarding program for new program offices
  • Manage escalations and serve as the executive point of contact for critical issues
  • Report on support metrics and customer health to leadership
  • Define the support tooling stack (ticketing system, knowledge base platform, communication channels)
  • Build relationships with key stakeholders in client organizations

#px2026

Qualifications

Required Qualifications

  • Minimum of 8+ years of experience with a Bachelor's degree, 6+ with a Master's degree, or 3+ years with a PhD in Business, Marketing, Communications, or related field
  • 3+ years of experience in customer success, technical support management, or service delivery
  • 3+ years in a leadership role managing support teams
  • Experience building support organizations from the ground up (defining processes, hiring teams, selecting tools)
  • Strong understanding of SaaS support models and best practices
  • Experience with support metrics and KPI management
  • Excellent communication and relationship management skills
  • Experience with government or defense customers preferred
  • US Citizenship with the ability to obtain/maintain a Secret clearance

Preferred Qualifications

  • Experience supporting analytical or data platform products
  • Experience with FedRAMP or government compliance requirements for support operations
  • ITIL certification or equivalent service management training
  • Experience with support tooling (Jira Service Management, ServiceNow, Zendesk
Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range$104,000 - $166,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.EEOEEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Employment Type: FULL_TIME

What Peraton employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Peraton logo

About Peraton

Sourced by ZipRecruiter

At Peraton, we re at the forefront of delivering the next big thing every day. We re the partner of choice to help solve some of the world s most daunting challenges, delivering bold, new solutions to keep people around the world safer and more secure.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Herndon, VA, US

Year founded

2017

View All Peraton Jobs

Apply