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Customer Success Manager Jobs in Rochester, NH (NOW HIRING)

Laborie

Customer Success Manager

Portsmouth, NH

The Customer Success Manager leads the strategy, execution, and continuous improvement of customer escalation management within the business unit. This role oversees complex, high-risk customer ...

New

Laborie

Customer Success Specialist

Portsmouth, NH

The Customer Success Specialist serves as the central point of coordination for high-priority ... Key Responsibilities 1. Escalation Management * Own and lead resolution of critical customer ...

New

Wolters Kluwer

Customer Success Associate

Concord, NH · On-site

$34.30K - $57.40K/yr

Manage the relationship and fulfillment of work for anywhere between 5-150 clients (varies based on required communication as well as volume of BL work) * Establish, maintain and develop the ...

Varicent

Technical Account Manager - Remote

Concord, NH · On-site +1

Varicent's Customer Success team is actively seeking a Technical Account Manager with an analytic mindset and a keen focus on data. The dedicated TAM will partner with a portfolio of customers to ...

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Customer Success Manager information

See Rochester, NH salary details

$31.8K

$81.3K

$137K

How much do customer success manager jobs pay per year?

As of May 29, 2026, the average yearly pay for customer success manager in Rochester, NH is $81,296.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,200.00 and $96,900.00 per year, depending on experience, location, and employer.

What Do Customer Success Managers Do?

A customer success manager is the primary point of contact for clients of companies that provide online sales and services. As a customer success manager, your responsibilities include onboarding new clients, nurturing customer relationships, and providing value to your clients. Your job duties also include opening new accounts, responding to customer inquiries, educating customers about products and services, and leveraging data analysis to develop solutions. Depending on the company's size and scope, you may have a specified caseload of client accounts, or you may handle all customer relationships.

What are the key skills and qualifications needed to thrive as a Customer Success Manager, and why are they important?

To thrive as a Customer Success Manager, you need strong relationship-building, problem-solving, and account management skills, typically backed by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer engagement tools, and data analytics software is commonly required. Excellent communication, empathy, and proactive thinking help you anticipate client needs and drive customer satisfaction. These skills and qualities are crucial for retaining clients, driving product adoption, and ensuring long-term business growth.

How does a Customer Success Manager typically collaborate with other departments to improve the client experience?

Customer Success Managers frequently work cross-functionally with teams such as Sales, Product, and Support to ensure clients have a seamless experience. They communicate customer feedback to the Product team for enhancements, coordinate with Sales to ensure smooth onboarding, and partner with Support to resolve technical issues quickly. This collaborative approach helps anticipate client needs and proactively address potential challenges, ensuring long-term satisfaction and retention.

What are Customer Success Managers?

Customer Success Managers (CSMs) are professionals who help customers achieve their desired outcomes while using a company's products or services. They act as the main point of contact for clients, guiding them through onboarding, addressing their concerns, and ensuring they receive ongoing value. CSMs also work closely with sales, support, and product teams to advocate for customer needs and foster long-term relationships. Their ultimate goal is to drive customer satisfaction, retention, and growth.

What is the difference between Customer Success Manager vs Account Manager?

AspectCustomer Success ManagerAccount Manager
Primary FocusCustomer retention and successSales growth and account expansion
Work EnvironmentProactively supports customers post-saleManages ongoing client relationships and renewals
Required SkillsCustomer service, communication, problem-solvingSales, negotiation, relationship management
Industry UsageTech, SaaS, software companiesConsulting, marketing, sales sectors

While both roles involve client interaction, Customer Success Managers focus on ensuring customer satisfaction and retention after the sale, whereas Account Managers primarily aim to grow existing accounts through upselling and renewals. Understanding these differences helps organizations assign the right responsibilities and professionals to each role.

More about Customer Success Manager jobs
What are the most commonly searched types of Customer Success jobs in Rochester, NH? The most popular types of Customer Success jobs in Rochester, NH are:
What job categories do people searching Customer Success Manager jobs in Rochester, NH look for? The top searched job categories for Customer Success Manager jobs in Rochester, NH are:
What cities near Rochester, NH are hiring for Customer Success Manager jobs? Cities near Rochester, NH with the most Customer Success Manager job openings:
Customer Success Manager jobs near you
Infographic showing various Customer Success Manager job openings in Rochester, NH as of May 2026, with employment types broken down into 100% Full Time. Highlights an 74% In-person, and 26% Remote job distribution, with an average salary of $81,296 per year, or $39.1 per hour.
Customer Success Manager

Customer Success Manager

Laborie Medical Technologies

Portsmouth, NH

Other

Posted yesterday

Job description

Customer Success Manager

The Customer Success Manager leads the strategy, execution, and continuous improvement of customer escalation management within the business unit. This role oversees complex, high-risk customer issues and ensures strong cross-functional alignment to drive timely resolution while protecting patient outcomes, product performance, and customer trust. This leader builds and scales escalation frameworks, elevates the Voice of the Customer (VoC), and drives systemic improvements across Quality, Engineering, Operations, and Commercial teams. The role also develops team capabilities, establishes governance, and ensures accountability across stakeholders, positioning customer success as a strategic driver of business performance.

Key Responsibilities
  • Own the escalation management framework, governance model, and operating cadence
  • Lead resolution of the most critical, enterprise-level customer escalations
  • Serve as escalation point for executive-level and high-risk customer situations
  • Establish prioritization criteria and escalation thresholds across the organization
  • Facilitate and lead cross-functional "war rooms" and executive updates
  • Hire, develop, and lead a high-performing customer success / escalation team
  • Define roles, responsibilities, and career progression within the function
  • Coach team members on stakeholder management, root cause analysis, and customer engagement
  • Foster a culture of accountability, urgency, and customer-centricity
  • Design and operationalize VoC programs across multiple channels
  • Aggregate and synthesize customer insights into actionable business intelligence
  • Translate feedback into strategic recommendations for senior leadership
  • Partner with Product, Quality, and Commercial leaders to ensure customer insights influence roadmap and decision-making
  • Elevate customer insights visibility at the executive level
  • Establish strong partnerships across: Quality & Regulatory (complaints, CAPA, adverse events), Customer Service & Commercial Operations, Technical Support & Engineering, Field Service & Clinical teams, Supply Chain & Manufacturing, Sales & Account Management
  • Drive accountability and alignment for issue resolution timelines and outcomes
  • Influence senior stakeholders to prioritize customer-impacting initiatives
  • Lead root cause analysis efforts for systemic issues and recurring escalations
  • Build and standardize SOPs for escalation handling and communication
  • Drive process optimization initiatives leveraging Lean / Six Sigma principles
  • Implement scalable tools, dashboards, and reporting to improve visibility and performance
  • Reduce recurrence rates and improve overall customer experience
  • Define standards for customer communication during escalations
  • Support and lead high-impact, executive-level customer interactions
  • Ensure consistent, transparent messaging across all customer touchpoints
  • Protect, rebuild, and strengthen customer relationships in critical situations
Qualifications
  • 10–15+ years of experience in: Customer success, quality, operations, or commercial roles within medical device / healthcare
  • 3–5+ years of people leadership experience
  • Deep understanding of: Clinical customers (hospitals, physicians, IDNs), Regulatory and quality systems (complaints, CAPA processes)
  • Demonstrated experience leading complex, cross-functional initiatives
  • Strong executive presence and stakeholder influence
  • Experience with ERP/CRM systems (e.g., SAP S4HANA, Salesforce)
Preferred
  • Lean / Six Sigma certification or equivalent process improvement experience
  • Experience building or scaling customer success or escalation management functions
  • Familiarity with complaint handling, audit readiness, and regulatory environments
Key Competencies
  • Strategic mindset with ability to translate insights into action
  • Strong leadership and team development capabilities
  • Executive-level communication and influencing skills
  • Customer-first mindset with high empathy and urgency
  • Structured problem-solving and data-driven decision making
  • Ability to operate effectively in high-pressure environments

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