Customer Success Engineer

Responsibilities

Implementation-to-CS Handoff Quality

• Partner with Implementation to review configuration summaries, integration overviews, known issues, open items, and key workflows before CS assumes ownership.
• Participate in complex handoff calls and identify configuration risks or adoption blockers that could affect retention.

AM Technical Enablement

• Serve as the primary technical resource for account managers on platform questions, configuration issues, workflow logic, reporting, and integration troubleshooting.
• Join customer calls involving escalations, complex workflows, AI strategy, platform design, and QBRs when technical depth is needed.
• Coach account managers on platform fundamentals, AI agent logic, and integration concepts.
• Build troubleshooting guides, FAQs, explainers, and repeatable enablement patterns.

Technical Discovery and Solutioning

• Lead technical discovery for post-go-live needs and translate customer pain into requirements and recommended approaches.
• Present solution options with tradeoffs involving configuration, workflow design, data implications, effort, and risk.
• Facilitate technical working sessions with Enrollment Operations and IT stakeholders.
• Produce requirements summaries, proposed approaches, dependencies, risks, and definitions of done.
• Own Tier 1 configuration, troubleshooting, and workflow guidance directly; lead discovery and scope packaging for Tier 2 integrations and complex projects handed to Professional Services.
• Triage post-go-live needs and route them to the appropriate internal team.

Escalation Triage and Resolution

• Diagnose platform, configuration, and workflow issues, identify root causes, and drive resolution.
• Coordinate with Support and Engineering on product-level investigations and communicate technical findings clearly to account managers.
• Establish escalation intake, prioritization, expectations, and communication norms.
• Track recurring escalation themes and provide structured feedback to Product, Support, and Implementation.

Platform Fluency and Best Practices

• Stay current on releases and brief the CS team on relevant changes.
• Maintain fluency across CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting.
• Develop best-practice patterns for higher education use cases, including segmentation, journey architecture, communication cadence, and governance.

Cross-Functional Contribution

• Connect Customer Success, Implementation, Support, and Product by translating customer friction into actionable feedback.
• Identify systemic portfolio issues and propose scalable fixes.
• Document solutions and contribute to a durable knowledge base.

Requirements

• 4–7 years of experience in a technical, customer-facing B2B SaaS role such as Customer Success Engineer, Technical Account Manager, Solutions Consultant, or implementation-adjacent Customer Success.
• Direct experience with a higher education CRM and related workflows; Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, or TargetX is strongly preferred.
• Strong technical discovery skills, from ambiguous customer needs through concrete requirements and recommended solutions.
• Deep understanding of CRM configuration, including objects and fields, segmentation logic, workflow and journey design, and reporting implications.
• Integration and API literacy sufficient to diagnose symptoms, communicate with IT teams, and understand broken data synchronizations.
• Ability to lead technical working sessions with Enrollment Operations and IT stakeholders.
• Excellent communication skills and the ability to explain technical concepts precisely to non-technical audiences.
• Coaching mindset, high ownership, and reliability across a shared customer portfolio.