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Manager Of Customer Success Jobs in Rochester, NY

Description The Customer Success Manager (CSM) manages a portfolio of strategic customers across the United States, ensuring they achieve measurable business value from Webbing's connectivity ...

That's the heart of this role. As Customer Success Manager for WinCap and QSS/OASIS, you're the trusted partner who keeps districts confident, supported, and loyal to Harris year after year. This is ...

Sr. Customer Success Manager Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables ...

The CSR is the face of Brite for our managed IT Clients and is required to be forward thinking ... Meet with STCs, Customer Success Manager, Service Delivery Managers, & Account Managers to ...

CSM Team Lead

York, NY · On-site +1

Support hiring, onboarding, training, and performance management of Customer Success team members * Foster strong cross-functional collaboration between Customer Success, Sales, Product, Support, and ...

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Manager Of Customer Success information

See Rochester, NY salary details

$32.1K

$82K

$138.1K

How much do manager of customer success jobs pay per year?

As of Aug 8, 2026, the average yearly pay for manager of customer success in Rochester, NY is $81,957.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,700.00 and $97,700.00 per year, depending on experience, location, and employer.

What does a manager of customer success earn?

A manager of customer success typically earns between $70,000 and $120,000 annually, depending on experience, location, and company size. They often receive bonuses or incentives based on team performance and customer satisfaction metrics.

What does a manager of customer success do?

A Manager of Customer Success leads a team focused on ensuring that customers achieve their desired outcomes while using a company’s products or services. They develop strategies to improve customer satisfaction, retention, and loyalty, often by overseeing onboarding, support, and engagement initiatives. This role also involves analyzing customer feedback, identifying opportunities for improvement, and collaborating with other departments such as sales and product development to address customer needs. Ultimately, the Manager of Customer Success aims to create long-term, positive relationships with clients to drive business growth.

What are the key skills and qualifications needed to thrive as a manager of customer success, and why are they important?

To thrive as a Manager of Customer Success, you need expertise in customer relationship management, data analysis, and a strong understanding of customer lifecycle strategies, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer success tools such as Gainsight, and data visualization software is typically required. Exceptional communication, leadership, and problem-solving abilities distinguish top performers in this role. These skills and qualifications are crucial for driving customer satisfaction, retention, and overall business growth.

How does a manager of customer success typically collaborate with sales and product teams to enhance the customer experience?

Managers of Customer Success frequently work closely with sales and product teams to ensure a seamless customer journey. They share customer feedback and insights with product teams to help guide feature development and improvements, and coordinate with sales to align expectations set during the sales process with ongoing support. This cross-functional collaboration helps deliver a consistent, positive experience for clients and often involves regular meetings, joint strategy sessions, and shared performance metrics. By fostering open communication, Customer Success Managers help bridge gaps between teams and advocate for the customer's voice within the organization.

What is the difference between Manager Of Customer Success vs Customer Success Specialist?

AspectManager Of Customer SuccessCustomer Success Specialist
Required CredentialsBachelor's degree, experience in customer success or account managementBachelor's degree, entry-level experience in customer support or success
Work EnvironmentOversees teams, develops strategies, manages customer relationshipsHandles customer inquiries, provides support, maintains customer satisfaction
Employer & Industry UsageUsed in SaaS, tech, and service industries for team leadership rolesCommon in customer support centers, SaaS companies, and client services

The Manager Of Customer Success typically leads teams, develops strategies, and manages customer relationships at a higher level. In contrast, a Customer Success Specialist focuses on direct customer support and satisfaction. Both roles require customer service skills, but the manager position involves leadership and strategic planning, while the specialist role emphasizes day-to-day customer interactions.

What are the most commonly searched types of Of Customer Success jobs in Rochester, NY? The most popular types of Of Customer Success jobs in Rochester, NY are:
What are popular job titles related to Manager Of Customer Success jobs in Rochester, NY? For Manager Of Customer Success jobs in Rochester, NY, the most frequently searched job titles are:
What cities near Rochester, NY are hiring for Manager Of Customer Success jobs? Cities near Rochester, NY with the most Manager Of Customer Success job openings:
Infographic showing various Manager Of Customer Success job openings in Rochester, NY as of July 2026, with employment types broken down into 84% Full Time, 14% Part Time, and 2% Contract. Highlights an 88% Physical, 1% Hybrid, and 11% Remote job distribution, with an average salary of $82,459 per year, or $39.6 per hour.

Regional Head of Customer Success, NAM

Cubic

Farmington, NY • On-site

Other

This job post has expired 1 day ago. Applications are no longer accepted.


Job description

Regional Head Of Customer Success

The Regional Head Of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. The role carries end-to-end accountability for customer outcomes across all four Lines Of Service; Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services, spanning both active deployment programs and steady-state service operations.

The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers (SDMs), Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned, coordinated, and executing to Global Services standards. While SDMs retain program-level accountability, the RHCS provides the regional leadership layer that drives consistency, escalation resolution, and continuous improvement across the portfolio.

This role operates in a matrix environment. Multiple SDMs carry a dotted-line relationship to the RHCS, as do Release Management & Planning resources, Business Analysts, and Technical Account Managers embedded across programs in the region. The RHCS provides direction, prioritization alignment, and performance oversight across these resources without replacing the direct-line reporting structure of each function.

This role reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team.

Key Responsibilities
  • Regional Customer Success Leadership – Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations. The RHCS sets the standard for customer engagement across all four Lines Of Service, drives a customer-first culture across SDMs and dotted-line functions, and ensures that every program in the region reflects Global Services delivery standards.
  • Deployment & Program Delivery Oversight – During active deployment phases, including program change, BAU change, security change, and maintenance activities, ensures that all Lines Of Service are mobilized, coordinated, and executing to contracted scope and schedule. Coordinate readiness activities across Contact Center, Technology & Service Operations, Field Services, and Financial Services ahead of major go-lives and change events. Ensure SDMs are embedded and effective across all active deployment programs within the region and that customers receive proactive, high-quality engagement throughout the deployment lifecycle.
  • Service Operations & BAU Performance – In steady-state operations, ensure that contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines Of Service within the region. Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling. Ensure SDMs are driving operational discipline, meeting response and resolution targets, and managing customer satisfaction proactively. Provide consolidated regional performance visibility to the Senior Director, Customer Success, including risk flags, trend analysis, and improvement initiatives.
  • Escalation Ownership & Management – Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures. Act as the primary escalation point of contact for SDMs across programs within the region. Support SDMs in managing escalations and ensuring clear ownership and rapid resolution pathways. Coordinate cross-functional responses across technical, operational, and service teams. Engage customers directly on critical incidents where issues exceed SDM scope. Align SDMs, Technology & Service Operations leadership, and functional teams to resolve complex, cross-program, or systemic issues. Ensure escalation closure with documented root-cause analysis and corrective actions. Provide timely visibility and structured updates to leadership on all high-priority issues. Reduce the escalation burden on the Senior Director, Customer Success and CSO by owning regional resolution pathways end-to-end. Drive consistent escalation handling practices across the region.
  • Cross-Line-Of-Service Coordination – Coordinate service delivery across all four Lines Of Service to ensure seamless, integrated customer outcomes. Resolve cross-functional dependencies, manage service handoffs, and ensure that no program or customer falls through the gaps between service functions. Lateral engagement with Contact Center, Technology & Service Operations, Field Services, and Financial Services leadership is a core and ongoing requirement of this role.
  • SDM Performance & Capability – Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role. Ensure SDMs implement best practices in service governance, customer engagement, and escalation handling. Monitor SDM performance against regional standards and intervene where gaps are identified. Drive capability development across the SDM population in the region, reinforcing consistent application of Global Services frameworks.
  • Matrix Resource Coordination – Coordinate the activities of dotted-line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers, across programs in the region. Ensure these resources are prioritized effectively, operating to common standards, and contributing to regional customer outcomes in a coordinated manner. Navigate the matrix structure to remove blockers and align effort across functions.
  • Standardization & Continuous Improvement – Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region. Identify best practices from individual programs and drive replication across the regional portfolio. Continuous improvement is approached not only at the program level but at the regional services model level.
Key Performance Metrics
  • Escalation Resolution Time – Time to resolve high-severity incidents from point of escalation to closure, tracked per priority tier across all programs in the region.
  • Client Satisfaction (CSAT / NPS) – Aggregated customer satisfaction and net promoter scores across all programs in the regional portfolio.
  • SLA & KPI Compliance Rate – Percentage availability, percentage response within SLA, resolution times, and percentage abatements across Non-Field and Field Services, covering Contact Center, Technology & Service Operations, and Field Services.
  • Incident Resolution Effectiveness – Reduction in repeat incidents and mean time to resolution versus baseline, tracking improvement across all Lines Of Service within the region over time.
  • Unclosed Ticket Volume – Count of open and aged tickets across Contact Center, Technology & Service Operations, and Field Services per program within the region.
Qualifications & Experience
  • Bachelor's degree in Business, Engineering, Information Technology, or a related discipline
  • 12+ years of experience in service delivery, managed services, or mission-critical operations
  • Demonstrated experience managing complex, multi-program service portfolios in a matrixed environment
  • Proven track record of owning senior customer escalations and driving resolution across cross-functional teams
  • Strong ITIL-based service management expertise with practical application in live operational environments
  • Solid financial and commercial acumen, including cost-to-serve awareness and margin contribution understanding
  • Experience in transit, transportation systems, fare payments, or regulated technology environments
  • Demonstrated ability to lead and influence without direct authority across dotted-line and matrix reporting structures
  • Experience leading global or multi-region services in a matrixed organization
  • Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks

Cubic Pay Range:

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.