The Customer Success Engineer is a key member of the sales organization, aligning our observability and agentic AI technologies with the needs of our customers. We are customer-obsessed, work hard, and have a team culture that is entrepreneurial, professional, and fun. The position is a technical customer management role in which you will own the long-term relationship with our top logos.
The role is hybrid (3 days from the office); workdays are Monday-Friday.
Responsibilities:
Manage strategic customers' technical touchpoints, including onboarding, enablement, workshops, and ongoing issues.
Develop and execute strategies to increase customer value and loyalty.
Foster strong relationships with technical stakeholders, find solutions to their challenges, and assist them with implementation.
Execute POCs and identify opportunities for upselling or cross-selling additional products or services to customers, driving incremental revenue growth.
Ensure a smooth onboarding process for customers, providing them with a seamless experience as they begin using our company.
Monitor adoption and usage patterns, proactively identifying any barriers and implementing strategies to address them.
What your day-to-day will look like:
Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
Implement automated onboarding workflows that guide new customers through the setup process step-by-step. Use various communication techniques to deliver personalized guidance and support based on the customer's specific needs and preferences.
Maintain ongoing communications with customers, using key milestones or touchpoints in their customer journey: check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
Develop knowledge of customers' usage patterns and behaviors to better flag instances where customers may be experiencing issues or underutilizing the product.
Implement feedback sessions and channels to gather insights from customers about their experiences with the product or services.
Generate personalized product recommendations for customers based on their usage history, preferences, and behavior.
Automate and streamline repetitive tasks and processes involved in managing customers.
Requirements: 3+ years of experience as a customer success engineer, technical account manager, or solution engineer.
Vast domain experience in any of the following areas: SaaS, cloud solutions, observability solutions, and data architecture.
Excellent customer-facing skills: training, coaching, discussion management, conflict resolution, and the ability to creatively explain and present complex concepts in an easy-to-understand manner.
Strong written and verbal professional communication skills in English.
Positive, self-starter attitude, with drive and passion to go the extra mile and exceed expectations.
BA/BSc degree in software engineering, computer science, or equivalent experience.
This position is open to all candidates.