Customer Success Engineer – Retail Technology

Liverpool, NY | $80,000–$100,000 Base + Commission | $125,000–$150,000 On Target Earnings 

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, NY 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 arrangement
• Some 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.

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