Top Remote Customer Success Jobs in Rochester, NY

Manage 30+ enterprise SaaS accounts across implementation, adoption, renewal, and expansion. Lead stakeholder meetings and executive QBRs, maintain customer health data in Salesforce and Planhat, own GRR and NRR outcomes, mitigate risks, and identify upsell opportunities. Collaborate cross-functionally to resolve issues, drive platform adoption, support migrations, communicate AI capabilities, and represent customer needs internally. Travel 5–10% annually.

Manage a portfolio of manufacturing customers to drive digitization using Tulip, track usage and ROI, support renewals and expansions, coordinate cross-functional teams to resolve issues, and build scalable Customer Success processes while presenting account health and outcomes to executives.

The Customer Success Manager will ensure customer satisfaction by helping them with localization solutions and facilitating the onboarding process for multilingual content delivery, while maintaining strong customer relationships and understanding their global strategies.

Own adoption, retention, and expansion across a pooled portfolio of scaled customers through digital-first programs. Provide technical API integration guidance, troubleshoot issues, run demos, and create reusable enablement assets. Design automated customer journeys, webinars, self-service resources, and workflows that accelerate activation. Monitor usage and health data, identify expansion opportunities, report KPIs, and build scalable systems that reduce recurring manual work.

Lead and scale the enterprise customer success function for Zocks, managing a team of Enterprise CSMs to drive adoption, value realization, renewals and expansion with large RIAs, broker-dealers, banks and financial firms. Build playbooks, metrics, and cross-functional partnerships while personally engaging executive stakeholders to ensure measurable customer outcomes.

Lead strategy and success planning for strategic SaaS accounts, aligning customer goals, performance, adoption, retention, and growth. Advise clients on lifecycle marketing across SMS, email, and AI-powered channels; coordinate account, services, product, and technical teams; lead business reviews; translate insights into recommendations; manage forecasts, renewals, risks, and expansion opportunities; and build executive-level relationships.

Leads and scales Reltio’s global Customer Success organization, owning retention, adoption, expansion, advocacy, and customer value realization. Develops customer segmentation, journey maps, playbooks, success metrics, and executive engagement programs. Partners with Product, Engineering, Marketing, Sales, and customers to operationalize Reltio as a mission-critical enterprise data platform supporting analytics and AI use cases. Builds high-performing teams, improves onboarding and development, and drives measurable business outcomes across complex, regulated industries.

Leads and coaches customer success teams managing strategic Microsoft accounts. Drives customer adoption, retention, expansion, cross-sell and upsell opportunities, executive relationships, delivery programs, security-focused planning, customer success plans, and consumption portfolios. Oversees escalation management, delivery metrics, stakeholder alignment, and team performance while advising customers on Microsoft technology direction and business value.

Manage enterprise client portfolios with a focus on retention, churn reduction, value realization, and revenue growth. Build executive relationships, guide clients on marketing best practices and consumer-generated content optimization, coordinate cross-functional teams, mitigate risks, identify upsell opportunities, and advocate for customer success. The role requires managing complex workstreams and demonstrating measurable business outcomes for SaaS or e-commerce clients.

Owns post-implementation relationships for Tier 1 enterprise clients, driving onboarding, adoption, client health, value realization, retention, and renewal readiness. Leads executive business reviews, manages success plans and account data, coordinates cross-functional teams, monitors GRR and NPS, and shares client insights with internal leadership. The role also develops scalable customer success playbooks and partners with Account Management on account strategy and growth.

Manage and retain strategic Tier 1 nonprofit accounts, build executive relationships, drive product adoption and revenue, support renewals and expansion, analyze customer data, resolve issues, develop account strategies, and track interactions in CRM systems. The role requires strong nonprofit fundraising knowledge, B2B SaaS customer success experience, communication, organization, empathy, and independent judgment.

Manages post-sales relationships for enterprise automotive customers, driving product adoption, customer satisfaction, retention, renewals, and revenue growth. Acts as the primary customer contact, coordinates escalations and cross-functional projects, analyzes performance and ROI, addresses challenges, maintains account documentation, tracks bugs and cases, communicates product feedback, and supports business reviews. Requires 15%–20% travel.

Own a portfolio of healthcare accounts, driving product adoption, utilization, satisfaction, and retention. Build stakeholder relationships, lead adoption initiatives, analyze account health, conduct business reviews, and coordinate technical issue resolution across customer and internal teams. Support implementations, go-lives, renewals, and expansion opportunities while providing training, gathering customer feedback, and translating healthcare imaging interoperability concepts into customer value.

Own technical adoption and customer relationships across complex enterprise accounts. Partner with Customer Success Managers to onboard customers, drive platform value, provide training, resolve technical issues, and support renewals and expansion. Guide customers in adopting AI-driven penetration testing, interpreting validated exposures and attack chains, and integrating findings into security and compliance programs. Represent customer feedback internally, mentor colleagues, and influence Product and Engineering roadmaps.

Manage small business and mid-market customer relationships, driving adoption, retention, renewals, and expansions. Build success plans and playbooks, conduct QBRs and EBRs, analyze product usage, deliver enablement, understand recruiting workflows, and communicate customer needs cross-functionally to Product and Engineering. Maintain expert knowledge of the GoodTime platform while building executive relationships and recommending features, settings, and modules that improve customer outcomes.

Lead and scale Customer Success across North America for Kainos' Workday products. Drive retention, adoption, value realization, and GRR through structured success planning, executive engagement, and renewal readiness. Build and develop a distributed CSM team, implement playbooks and health frameworks, leverage data and AI-enabled automation to prioritize actions, and partner cross-functionally to improve reporting, forecasting, and customer advocacy.

Serves as a strategic advisor to Cengage customers, building relationships, driving product adoption, developing success plans, providing training, resolving escalated issues, conducting health checks, and identifying renewal and upsell opportunities. The role manages customer outcomes and revenue retention across an assigned territory, requiring strong communication, analysis, technical explanation, and prioritization skills. Travel by air and car is required 20–30% of the time.

Own the post-sale customer lifecycle for enterprise software customers by driving adoption, value realization, retention, and growth. Build executive relationships, develop customer success plans, coordinate cross-functional resources, resolve complex issues, communicate product value, and support renewals through metrics gathering, pricing, quoting, negotiation, and closure.

Owns a portfolio of enterprise B2B SaaS clients, serving as the primary relationship manager throughout the client lifecycle. Responsibilities include driving adoption and value realization, leading business reviews, monitoring account health, managing renewals and risks, identifying expansion opportunities, and partnering with Sales and internal teams. The role uses CRM, client success platforms, AI tools, and client data to improve engagement, insights, and operational efficiency.

Lead the Mid Market Customer Success organization, including managers of Mid Market and Digital CSM teams. Set segmented high-touch and tech-touch strategies, own renewal and expansion outcomes, develop success programs, monitor customer health, and represent customer needs internally. Partner with Sales, Renewals, Product, Engineering, and Support while serving as an escalation point and scaling high-performing global teams.

Own a portfolio of SaaS accounts, driving adoption, measurable customer value, retention, and account health. Lead success planning, QBRs, KPI tracking, risk escalation, and coordination of internal technical resources. Partner with Account Executives on renewals and expansion signals without owning commercial negotiations. The role requires executive communication, analytical account management, SaaS customer success experience, and approximately 20% travel to support QBRs, onboarding, account recovery, and strategic planning.

Own strategic relationships with complex enterprise clients, serving as a trusted executive advisor and voice of the customer. Lead migrations from legacy travel-management technology to Navan, including scoping, implementation, go-live, and hypercare. Drive adoption, retention, compliance, training, health checks, business reviews, risk mitigation, and churn prevention. Partner with Product, Engineering, and Sales on feedback, enhancement requests, and escalations while managing stakeholder alignment and change resistance.

Manage enterprise customers to drive product adoption, retention, and expansion. Build Mutual Success Plans, lead QBRs, analyze customer data to surface insights, provide strategic sales engagement guidance, run trainings/webinars, and manage executive relationships. Partner internally to resolve issues, demonstrate ROI, and ensure renewals and customer satisfaction.

Leads and develops a team of Client Success Managers serving strategic B2B SaaS accounts. Responsibilities include driving adoption, value realization, retention, renewals, expansion, executive relationships, escalations, portfolio health, cross-functional collaboration, and responsible AI adoption. The role also oversees hiring, coaching, performance management, and operational improvement while supporting complex enterprise client needs.

Own a portfolio of B2B SaaS customers using WMS and TMS solutions, driving adoption, retention, renewals, and expansion. Build strategic customer relationships, identify risks and opportunities, manage initiatives and timelines, coordinate cross-functional teams, and translate technical workflows into business outcomes. Partner with Account Management, Support, Product, Engineering, and Professional Services to resolve issues, deliver value, and support upsell and cross-sell opportunities.