Top Remote Customer Success Jobs in Rochester, NY

Own key customer accounts as the primary relationship manager and strategic consultant. Assess workflow needs, recommend solutions, manage escalations, drive product adoption and retention, identify upsell opportunities, support customer success milestones, create SOPs, and coordinate cross-functional issue resolution. The role requires medical practice workflow knowledge, advanced product expertise, strong communication, independent decision-making, and proficiency with customer success and analytics tools.

Own the technical health of customer accounts using ShipHawk’s WMS and TMS platforms. Advise customers on configuration, workflows, integrations, troubleshooting, optimization, adoption, and technical enablement. Diagnose complex issues through root-cause analysis, manage escalations, document solutions, identify churn risks, and collaborate with Customer Success, Account Management, Product, Engineering, and Support teams to improve customer outcomes and platform usage.

Own the systems, reporting, dashboards, processes, and resource infrastructure supporting Noma’s post-sales organization. Build standardized decks and playbooks, automate task tracking, QBR preparation, and renewals, maintain centralized content resources, and support renewal reporting. Partner with TAMs, support, and leadership to identify operational gaps, prioritize improvements, and coordinate technical builds. The role requires autonomy, systems thinking, and experience supporting customer success or revenue operations in a fast-paced SaaS environment.

Own strategic customer relationships across complex healthcare and government accounts. Develop success plans, drive product adoption and measurable outcomes, manage account health, renewals, retention, and expansion opportunities. Lead executive stakeholder meetings, business reviews, escalations, and cross-functional initiatives while mitigating risks and advocating for customer needs. Use customer and platform data to generate insights, improve workflows, and strengthen customer value. Serve as a resource to peers and promote best practices.

Manage a portfolio of enterprise accounts (5-10), drive renewals and growth, serve as primary client contact, deliver business reviews and strategy sessions, translate performance data into compelling narratives, identify upsell opportunities, host relationship-building events, and generate referrals through strong client relationships.

Lead Customer Success Operations to improve CS productivity and efficiency. Own metric definitions (NRR, GRR, renewal, usage KPIs), operationalize programs, support CS tooling and workflows (Salesforce, Gainsight, Clari, Gong, Tableau), build playbooks and reporting, resolve escalations, and partner cross-functionally to drive adoption, retention, and growth.

Lead Customer Success Operations roadmap execution, scale processes and tools, own CS metrics strategy and reporting, manage a Senior Analyst, act as senior escalation for operational issues, partner cross-functionally (Product, Sales, Finance, BI), and operationalize scalable playbooks and governance for CS programs and QBRs.

Support Customer Success Operations by building and maintaining CS metrics and reporting (NRR, GRR, renewal, usage KPIs), partnering cross-functionally on complex deployments, and executing strategic CS programs. Serve as a go-to resource for account-level context, QA reporting, and initiatives like CS platform and usage-based pricing. Influence stakeholders, manage multiple priorities, and translate data into actionable insights for CS leadership.

Support onboarding, activation, and integration of Amazon/Walmart accounts; assist CSMs with campaign strategy and optimization; monitor performance, deliver dashboards and business reviews; surface actionable insights; support customer conversations and product adoption; collaborate cross-functionally to ensure executional excellence.

Own the post-implementation lifecycle for B2B SaaS customers, driving adoption, retention, renewals, expansion, and measurable business outcomes. Build relationships with laboratory, quality, IT, and executive stakeholders; develop success plans; monitor usage and health metrics; guide LIMS configurations and integrations; lead enablement and renewal conversations; and collaborate with internal teams to resolve issues and improve products and processes.

Manage strategic enterprise customer accounts, improve net dollar retention, reduce churn, identify expansion opportunities, and guide customers in adopting Sigma’s analytics platform. Develop success plans, deliver training and educational programs, advocate for customer needs with product teams, and use analytics expertise to drive business outcomes. The role requires 7+ years in customer success, account management, or consultative SaaS, analytics, or business intelligence roles, with experience in enterprise environments and production BI implementations.

Own post-sales success for technical customer accounts, building executive and engineering relationships, creating success plans, leading reviews, driving platform adoption, and identifying renewal and expansion opportunities. Advise customers on Kubernetes architectures, secure software delivery, CI/CD, GitOps, compliance, and deployment challenges while partnering with Engineering to resolve issues and improve time-to-value.

Supports established customers in adopting Azure and AI technologies, improving solution health, and achieving measurable business outcomes. Builds stakeholder relationships, assists with customer success planning and reviews, coordinates delivery resources, tracks risks and dependencies, escalates issues, and connects customer priorities with Microsoft solutions. The role includes structured onboarding, mentorship, and development of technical, communication, and customer success skills.

Provide responsive, high-quality customer support across email, phone, chat, and social platforms; troubleshoot orders and technical issues for e-commerce and digital subscriptions; escalate complex cases; maintain accurate records; contribute to support documentation; collaborate with engineering, product, and sales; identify trends to improve customer experience.

Own post-go-live customer relationships for the Billing product, driving adoption, engagement, and renewals. Assess customer configurations and workflows, monitor health metrics, conduct strategic reviews, surface insights from customer data, identify upsell opportunities, advocate product needs internally, and represent the company at customer sites (travel up to 25%).

The Customer Success Specialist guides families through the dementia care onboarding process, manages referrals, provides support, and communicates effectively with dyads to enhance their experience.

Manage customer onboarding, renewals, and expansion opportunities. Define success metrics, build processes, and enhance customer relationships in a B2B SaaS environment.

Lead and scale Customer Success: manage two CSMs, learn the product hands-on, hire and onboard the CS team, set performance standards, own customer lifecycle from pilot to expansion, shadow customer conversations, and serve as the founder's primary CS contact.

Manage a portfolio of 60–75 mid-market customers: lead onboarding, implementation, product adoption, and renewals; monitor customer metrics and satisfaction; advocate customer needs to product and engineering; contribute to operational improvements; and apply AI tools to improve CSM workflows and outcomes.

Own technical relationships for 25–40 mid-to-large customers, ensure retention and growth by troubleshooting issues, advising on configuration, managing escalations, handling commercial renewals, and feeding product feedback to internal teams.

Owner of enterprise customer technical and commercial health: debug integrations, trace API/webhook failures, build dashboards with SQL, lead QBRs and renewals, drive expansion and product adoption, create runbooks, and relay technical feedback to Product and Engineering.

Manage strategic OEM partnerships from technical scoping and API integration through renewals. Enable developer/product teams, monitor API consumption and health, lead QBRs, drive retention and expansion, and coordinate cross-functional escalation and roadmap alignment.

Leads Abnormal AI’s Enterprise Customer Success organization across the Americas, managing Directors, Managers, and Customer Success Managers. Responsibilities include developing customer success strategy, driving retention, adoption, expansion, and value realization for enterprise customers, strengthening executive relationships, overseeing escalations, improving customer health forecasting, and partnering with Sales, Renewals, Support, Product, and Engineering. The role also coaches leaders, scales processes, represents customer needs, and requires up to 25% travel.

Manage a high-volume book (~150+ SMB accounts), drive adoption and renewals of Hinge Health MSK programs, provide data-driven reporting and recommendations, coordinate escalations with internal teams, and identify expansion opportunities to maximize client retention and satisfaction.

Manages post-sale customer accounts, driving adoption, retention, renewals, expansion, and value realization. Develops success plans, monitors customer health metrics, conducts business reviews, resolves challenges cross-functionally, and advocates for customer needs. Uses CRM and customer success platforms to analyze usage data, identify risks and growth opportunities, and provide actionable recommendations to stakeholders.