Top Customer Success Jobs in Rochester, NY

Owns strategic customer success for complex financial services accounts, building executive partnerships and long-term success plans. Leads cloud, data, security, digital workplace, and AI transformation initiatives across global teams and workstreams. Coordinates Microsoft, partner, and customer stakeholders, drives adoption and measurable business outcomes, manages risks and escalations, and coaches others. The role requires substantial customer-facing consulting or portfolio management experience, executive presence, and experience with enterprise transformation in regulated industries.

Leads Instructure’s NORAM K12 Customer Success organization, including managers, Customer Success Managers, and associates. Owns team development, organizational design, customer success strategy, adoption, expansion, renewals, forecasting, business reviews, executive relationships, escalations, and customer advocacy. Partners with Sales, Product, Marketing, Support, Services, and global Customer Success leaders to shape strategy, implement initiatives, and deliver measurable value to schools, districts, and state agencies.

Manage customer relationships, onboarding, follow-ups, issue resolution, and account activity. Help e-commerce customers understand products, achieve goals, and improve satisfaction, engagement, retention, and growth. Coordinate with internal teams, track customer interactions in CRM tools, identify improvement opportunities, and develop toward greater independence in customer success management.

Manages post-go-live customer relationships, success plans, account health, business reviews, and executive communications. Translates product usage and operational data into ROI recommendations, coordinates with Support, Product, Sales, Implementation, and Training teams, and identifies renewal and expansion opportunities. The role also improves customer advocacy, guides change across stakeholders, and develops operational efficiencies across a portfolio of accounts.

Own the post-sale experience for strategic enterprise customers, driving adoption, retention, expansion, and customer health. Build and lead the Customer Success function by hiring Customer Success Managers, developing playbooks, establishing operating models, forecasting renewals, and implementing tooling. Serve as an executive sponsor for key accounts, partner with Sales, Product, Engineering, and Deployment, translate customer feedback into product input, and report performance and strategy to executives and the board.

Vice President of Client Success will lead employer and health plan customer segments, including implementation, renewals, expansions, and revenue growth. The role manages executive client relationships, develops scalable client success systems and teams, communicates program ROI, identifies retention risks, and improves customer and patient experiences. This leader will mentor managers, partner cross-functionally with Commercial, Product, Operations, Marketing, and Clinical teams, and develop strategies for organizational scale.

Manage a portfolio of SMB customers by driving adoption, engagement, retention, and growth. Monitor customer health and usage trends, identify risks and opportunities, and provide proactive guidance. Build relationships with Legal Ops, Finance, and IT stakeholders while serving as a trusted advisor. Lead scalable engagement programs, resolve customer challenges, and collaborate with Implementation, Support, Marketing, Product, and Account Management teams.

Manage strategic B2B SaaS customer accounts as a trusted advisor and primary point of contact. Lead onboarding, adoption, enablement, health monitoring, escalations, and cross-functional issue resolution while driving retention, expansion, and measurable customer outcomes. The role requires strong networking and cybersecurity knowledge, familiarity with operational technology environments, executive communication skills, and the ability to use AI platforms to automate customer success workflows and generate insights.

Manages assigned B2B SaaS clients as a trusted advisor, creating Success Plans, conducting Business Reviews, supporting adoption and program growth, identifying expansion opportunities, coordinating with internal teams, and maintaining accurate Salesforce records. The role requires strong communication, organization, adaptability, and the ability to explain software functionality clearly while managing multiple client priorities.

Own post-sale customer engagement across onboarding, adoption, value reviews, and renewals. Serve as a trusted advisor and technical subject matter expert for cloud cost management customers, deliver training and business reviews, gather product feedback, advocate for customer needs internally, and manage relationships with technical stakeholders from startups through enterprises.

Own the post-sale customer lifecycle for Vantage, including onboarding, adoption, value reviews, renewals, training, and ongoing product feedback. Serve as a trusted technical advisor and customer advocate, driving adoption and issue resolution across startup and enterprise accounts. Engage CTOs, engineering leaders, and DevOps professionals while managing a broad portfolio. The role requires customer success or technical account management experience in B2B technology or SaaS, plus FinOps or cloud cost management expertise.

Own a portfolio of SaaS client accounts as a revenue strategist and technical success partner. Lead onboarding, business reviews, retention, escalations, and budget-growth conversations. Analyze attribution, PMS, Meta, and GA4 data to produce ROI recommendations and client reports. Diagnose tracking, ad feed, and integration issues with product and engineering teams. Build demand plans, scalable playbooks, reporting frameworks, and client success stories while supporting expansions, referrals, and case studies.

Owns a portfolio of midsize and large school district accounts, leading implementation, onboarding, adoption, account health, business reviews, risk recovery, and renewal-focused success strategies. The role builds partner relationships, connects product usage and assessment impact data to customer goals, collaborates cross-functionally, and helps scale Pearson’s customer success processes. Travel of up to 30% is required, with remote-first flexibility.

Owns EULER’s post-sale customer success strategy, retention, expansion, adoption, and churn outcomes. Leads and develops the Customer Success team, builds scalable lifecycle playbooks, defines health scoring and success standards, manages strategic accounts, and partners with Sales, Product, and Engineering. The role also oversees customer reporting, risk identification, hiring, onboarding, and continuous improvement in a high-growth B2B SaaS environment.

Lead customer onboarding, training, technical support, relationship management, success planning, retention, renewals, and expansion for B2B SaaS customers. Monitor customer health, usage, CSAT, NPS, and lifetime value while escalating technical issues and advocating for product improvements. As the first Customer Success Manager, establish customer-facing processes and help shape the future customer success organization.

Own a high-volume mid-market portfolio of 50–60 B2B client and broker accounts. Drive engagement, satisfaction, retention, and measurable ROI through account health monitoring, KPI analysis, engagement plans, client meetings, reporting, and proactive risk management. Coordinate with Sales, Strategic Account Management, and Member Services to resolve issues and deliver client initiatives. Manage multiple projects, lead stakeholder communications, and represent the company in client sessions with up to 20% travel.

Own strategic customer relationships, adoption, outcomes, renewals, and expansion for enterprise accounts. Lead executive business reviews and escalations while diagnosing technical issues hands-on. Design ServiceTitan configurations, workflows, reporting, data solutions, and integrations; collaborate with Implementation, Support, Product, and Engineering to resolve issues. Use SQL, reporting, and AI tools to identify patterns, create scalable solutions, and develop reusable documentation and enablement assets.

Build and maintain enterprise client relationships as a trusted post-sale advisor. Develop client success plans, support onboarding and training, resolve challenges, monitor satisfaction, coordinate across internal teams, support business reviews, track engagement in CRM platforms, and identify opportunities for expanded services and account growth.

Leads a seven-person Customer Success team across named and pooled engagement models. Responsibilities include coaching, hiring, workload allocation, queue health, adoption, churn and downgrade reduction, escalation management, expansion opportunity identification, reporting, CRM data quality, and continuous improvement of CS plays and workflows. The role partners cross-functionally with Support, Product, Implementation, and Sales and requires up to 25% travel.

Leads Atmosera’s Client Success organization for managed services clients, owning retention, renewals, expansion, executive relationships, client health, value realization, and risk management. Builds and scales the Client Success Framework, improves onboarding and renewal governance, aligns Sales, Operations, Security, Professional Services, Finance, and Microsoft stakeholders, and develops Client Success Managers and Technical Client Success Managers. The role requires strong recurring-revenue, technical, financial, and cross-functional leadership expertise.

Manages client relationships and service delivery for managed security services engagements. Coordinates workstreams, contractual commitments, business reviews, reports, onboarding, remediation plans, and operational outcomes. Acts as the primary customer contact, communicates technical and investigative findings, supports renewals and budgeting, and identifies cyber and operational risks. Requires technical knowledge of cloud, networking, Windows, security operations, vulnerability scanning, and disaster recovery, with domestic travel up to 10%.

Manages client relationships and service delivery for managed security engagements. Coordinates workstreams, operational plans, projects, business reviews, reports, renewals, and remediation activities. Serves as the primary client contact, communicates technical findings, supports onboarding and training, tracks contractual outcomes, and helps identify cyber and operational risks. Requires familiarity with cloud infrastructure, networking, Windows environments, security operations, vulnerability scanning, and disaster recovery.

Own customer relationships from implementation through ongoing operations and expansion. Lead launches, coordinate integrations, manage project plans, monitor service levels, triage issues, deliver reporting and business reviews, analyze outcomes and ROI, identify growth opportunities, and communicate customer feedback to product teams. The role requires customer success or implementation experience, project management, data fluency, LLM familiarity, and HIPAA knowledge.

Own a portfolio of publisher accounts, driving renewals, upsells, cross-sells, revenue growth, platform adoption, and long-term client value. Serve as a strategic advisor, lead executive and operational client engagements, analyze performance, provide recommendations, manage forecasts and account health, maintain Salesforce records, and deliver onboarding, demos, and training. Collaborate with Sales, Product, Supply Operations, and Support teams on client outcomes, RFPs, and product improvements.

Own a portfolio of banking and credit union clients, driving product adoption, renewals, retention, expansion, and executive engagement. Lead business reviews, success planning, escalations, and onsite client meetings while coordinating with Implementation, Support, Product, Engineering, and Marketing. Identify account risks and growth opportunities, communicate client feedback internally, and ensure customers achieve ongoing value from the digital banking platform.