Customer Success Engineer
This role drives adoption, retention, and expansion for a pooled customer portfolio through technical guidance and scalable digital programs. The ideal candidate has at least five years of technical customer-facing experience, strong API fluency, and a record of building automation or enablement systems.
About the job
Responsibilities
- Own adoption, retention, and expansion across a large, pooled portfolio of scaled-segment customers through a one-to-many motion.
- Design scalable customer journeys, including digital onboarding, automated lifecycle touchpoints, in-app guidance, and self-serve resources.
- Provide technical guidance through demos, API integration and architecture support, and L1/L2 troubleshooting.
- Build reusable enablement assets such as integration guides, sample code, evaluation kits, playbooks, and micro-videos.
- Run webinars, office hours, and education campaigns to drive adoption and identify expansion opportunities.
- Monitor account health, usage, and churn-risk signals, triggering prioritized outreach.
- Identify expansion opportunities and partner with Sales on higher-value plays.
- Translate customer interactions and usage data into product, go-to-market, and tooling improvements.
- Track portfolio KPIs including activation, adoption, usage, health, retention, and expansion.
- Build automations and repeatable systems that eliminate recurring manual work.
Requirements
- 3–5+ years in a technical, customer-facing role such as Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering.
- Experience at an API-driven, developer-first, or AI company.
- Fluency in APIs, developer workflows, and integration patterns.
- Ability to run demos and troubleshoot L1/L2 issues for developer and technical audiences.
- Experience serving many customers or building scaled, tech-touch programs.
- Systems thinking and experience creating repeatable playbooks, templates, or automations.
- Comfort using product usage and customer health data to prioritize and measure work.
- Excellent written and verbal communication.
- Strong ownership and comfort working independently and collaboratively in a remote environment.
Nice-to-haves
- Experience with scaled, digital, or tech-touch Customer Success motions.
- Experience with consumption-based business models.
- Working fluency with Python, TypeScript, workflow automation tools, or agent frameworks.
- Experience with Customer Success, customer education, or marketing automation.
Compensation
- $147,000–$176,500 annual salary.
Skills
APIs, API Integrations, Architecture, Python, TypeScript, Workflow Automation, Agent Frameworks, Customer Health Data, Product Usage Analytics, Webinars
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