Customer Success Engineer – Retail Technology

Sturbridge, MA Region | Home-Based When Not Traveling
$80,000–$100,000 Base + Commission | $125,000–$150,000 On Target Earnings

Sapphire Recruitment is hiring a Customer Success Engineer for an established retail technology and software company.

This role supports approximately 75–100 existing customers throughout the region. The focus is on customer retention, product adoption, renewals, and account growth—not cold calling or new-business development. You will help customers maximize the value of point-of-sale software, hardware, services, and related retail technology.

Approximately 50% regional travel is required, primarily within a three- to four-hour radius of Sturbridge. This position works from home when not traveling.

Your Impact

• Manage and strengthen relationships with an established portfolio of B2B customers.
• Serve as the primary post-implementation contact and trusted technology advisor.
• Conduct customer meetings, business reviews, and strategic planning sessions.
• Develop success plans aligned with customer goals and technology needs.
• Increase product adoption and identify underused features, services, and solutions.
• Monitor customer health, satisfaction, retention risks, renewals, and expansion opportunities.
• Coordinate escalations and problem resolution with support, implementation, development, and technical teams.
• Identify consultative cross-selling and upselling opportunities within existing accounts.
• Provide customer training, education, and product-enablement support.
• Gather and communicate customer feedback, enhancement requests, and market insights.

What You’ll Need

• Three to five years of experience in customer success, account management, technical account management, professional services, or a related customer-facing technology role.
• Experience managing and growing an existing portfolio of B2B customers.
• Strong technical aptitude with software, hardware, infrastructure, or integrated technology solutions.
• Demonstrated success with customer satisfaction, adoption, retention, renewals, or account growth.
• Strong presentation, communication, relationship-building, organizational, and project-management skills.
• Experience using CRM systems and Microsoft Office.
• Ability to travel approximately 50%, primarily by car.
• Ability to work independently from a home office.
• Residence within a reasonable distance of Sturbridge, MA.
• Associate degree, bachelor’s degree, or equivalent professional experience.

Preferred Background

Experience with point-of-sale systems, retail technology, SaaS, managed services, customer-health metrics, business reviews, or technology roadmaps is highly preferred. Experience supporting grocery, convenience, petroleum, restaurant, or multi-location retail customers is especially valuable.

Compensation and Travel

• Base salary: $80,000–$100,000
• Expected OTE: $125,000–$150,000
• Travel: Approximately 50% regionally
• 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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