Customer Success Engineer

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.

• 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.

• 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.

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.

• 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.

Sapphire Recruitment is an Equal Opportunity Employer.