Customer Success Engineer

Customer Success Engineer – Retail Technology Liverpool, NY | $80,000–$100,000 Base + Commission | $125,000–$150,000 OTE Sapphire Recruitment is seeking a Customer Success Engineer for an established retail technology and software company in Liverpool, NY. This role manages a portfolio of approximately 75–100 existing customers and focuses on retention, product adoption, renewals, and account growth. It is not a cold-calling or new-business development position. The Customer Success Engineer will act as a trusted advisor, helping customers get greater value from point-of-sale software, hardware, services, and related retail technology. Approximately 50% regional travel is required. When not traveling, this position works from the Liverpool office. Responsibilities Manage and grow relationships with an assigned portfolio of existing B2B customers.Conduct regular account reviews, business reviews, and strategic planning meetings.Learn each customer’s operations, technology environment, challenges, and long-term goals.Develop customer success plans and technology roadmaps.Increase product adoption by identifying underused features, services, and capabilities.Monitor customer satisfaction, account health, usage, retention risks, and renewal opportunities.Coordinate escalations and solutions with support, implementation, software development, and technical teams.Identify consultative cross-selling and upselling opportunities within existing accounts.Provide customer education, training, and product-enablement support.Gather customer feedback and communicate product needs, enhancement requests, and market trends internally.Travel throughout a regional territory, generally within three to four hours of Liverpool. Qualifications Bachelor’s degree, Associate degree, or equivalent professional experience.Three to five or more years of experience in customer success, account management, technical account management, professional services, or a related customer-facing technology role.Experience managing an established portfolio of B2B customers.Strong technical aptitude with software, hardware, infrastructure, and integrated technology solutions.Demonstrated success improving customer satisfaction, adoption, retention, renewals, and account growth.Experience identifying cross-selling or upselling opportunities.Strong communication, presentation, relationship-building, organizational, and project-management skills.Ability to communicate with technical and nontechnical stakeholders.Experience with CRM platforms and Microsoft Office.Ability to travel approximately 50%, primarily by car.Ability to work onsite in Liverpool when not traveling. Preferred Experience Experience with point-of-sale systems, retail technology, SaaS, managed services, professional services, customer-health metrics, Quarterly Business Reviews, renewals, or expansion revenue is highly preferred. Experience supporting grocery, convenience, petroleum, restaurant, or other multi-location retail customers is also valuable. Compensation and Travel Base salary: $80,000–$100,000 Expected OTE: $125,000–$150,000 Travel: Approximately 50% within a regional territory Vehicle: Company vehicle or mileage reimbursement arrangementSome overnight and occasional air travel may be required. For immediate consideration, send your resume to cnyjobs@hiresapphire.com. Sapphire Recruitment is an Equal Opportunity Employer.