# Customer Success Engineer

**Company:** [Element451](https://hotfix.jobs/companies/element451)
**Location:** Remote
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** crm configuration, API Integrations, technical discovery, Workflow Design, journey design, segmentation, reporting, AI Agents, B2B SaaS, data synchronization
**Posted:** 2026-07-29

> Provides the technical layer behind Customer Success by resolving escalations, leading post-go-live discovery, supporting CRM and workflow solutioning, and coaching account managers. Requires 4–7 years in a technical customer-facing B2B SaaS role, CRM configuration expertise, and integration/API literacy.

## Job Description

## 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.

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