Customer Success Engineer

No C to C or sponsorship

Must be located in Rochester, NY and willing to work hybrid

Customer Success Engineer

Job Summary

Join a high-impact Customer Success team focused on helping customers solve business problems related to innovation, intellectual property, competitive intelligence, and R&D decision-making.

The Customer Success Engineer II leads strategic customer engagements, supports enterprise onboarding and enablement, and partners cross-functionally with Sales, Product, Marketing, and Technology to drive adoption, retention, and expansion.

The principal objective of the Customer Success team is to foster renewals and growth while deepening customer value and understanding customer business needs.

Essential Duties

• Develop and maintain a strong working knowledge of solutions, workflows, and customer use cases.
• Lead product demonstrations, onboarding, customer training, and strategic account engagements across product lines.
• Support the full customer lifecycle, including discovery, solution design, proof-of-concept activity, onboarding, adoption, renewals, and expansion.
• Translate customer workflows and business goals into solution recommendations tied to measurable value and ROI.
• Partner with Sales on technical validation, objection handling, account strategy, and customer enablement.
• Champion customer feedback and feature requests; provide insight to Product and Engineering on enhancements, usability, and workflow needs.
• Work with customers to understand intellectual property, innovation, and competitive intelligence workflows and apply solutions effectively.
• Identify upsell and cross-sell opportunities while engaging existing and new customers.
• Assist with creation of training materials, webinars, release communications, and customer-facing content.
• Provide advanced technical support and escalation assistance for customers and internal teams.
• Mentor junior Customer Success team members and contribute to best practices across demos, onboarding, and customer engagement.
• Other duties as assigned.

Technology/Equipment/Tools

• Proficiency in Client Relationship Management software (e.g., Salesforce) and Microsoft Office.
• Webinar, presentation, analytics, and reporting tools.
• Familiarity with LLM technologies and modern SaaS environments.

Qualifications

Education Requirements

• Bachelor’s Degree required, preferably in engineering, science, business, information systems, or a related field.
• Master’s Degree or MBA preferred.

Skills and Competencies Requirements

• 5–10 years of relevant experience in Customer Success, Solutions Engineering, Technical Consulting, Enterprise SaaS, or Pre-Sales Engineering.
• Strong understanding of customer onboarding, adoption, retention, and expansion within SaaS or software-driven environments.
• Experience managing customer relationships and supporting complex B2B or enterprise engagements.
• Ability to lead presentations and discussions with both technical and non-technical stakeholders, including executive audiences.
• Understanding of new product development, innovation workflows, and how organizations evaluate and protect research investments.
• Knowledge of intellectual property and patent-related workflows preferred; experience with patent search, licensing, or innovation management is a plus.
• Experience with software platforms, databases, analytics, and natural language or semantic search tools highly desirable.
• Strong organizational, analytical, communication, and problem-solving skills.
• Demonstrated ability to manage priorities, work independently, and collaborate across Sales, Product, Marketing, and Engineering.
• Ability to work with all levels of management and contribute as a creative, customer-focused team player.
• Must be compliant with ITAR/Export Control regulations, which can be demonstrated by U.S. citizenship.

Location

Office located in Fairport, New York. Remote work considered for qualified candidates.

Work Environment

Ability to travel in the USA and internationally, though travel is generally not expected to exceed 10–15% of total time.