Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Review implementation handoff documents, such as configuration summaries, integration overviews, known issues, outstanding items, and key workflows.

• Engage in intricate handoff calls and pinpoint configuration risks or adoption hurdles.

• Act as the main technical resource for Account Managers (AMs) regarding platform inquiries, configuration, workflow logic, reporting, and integrations.

• Participate in customer calls for Quarterly Business Reviews (QBRs), escalations, complex workflow discussions, AI strategy sessions, and platform design dialogues.

• Mentor AMs on platform fundamentals, AI agent logic, and integration principles.

• Create and sustain troubleshooting guides, FAQs, explainers, and reusable enablement frameworks.

• Lead technical discovery efforts post-go-live and convert customer requirements into actionable recommendations.

• Offer solution alternatives with trade-offs related to configuration, workflow design, data implications, effort, and risk assessment.

• Conduct technical working sessions with Enrollment Operations and IT stakeholders.

• Generate solution documentation including requirements, approaches, dependencies, risks, and definitions of success.

• Manage Tier 1 post-go-live configuration, troubleshooting, and workflow guidance; triage and prepare Tier 2 issues for the Professional Services team.

• Analyze technical escalations, uncover root causes, and facilitate resolutions.

• Collaborate with Support and Engineering on product-level inquiries and provide clear updates to AMs.

• Set up escalation intake processes, prioritization, expectations, and communication standards.

• Monitor recurring escalation patterns and deliver structured feedback to Product, Support, and Implementation teams.

• Keep up-to-date with releases and inform the Customer Success team about pertinent changes.

• Maintain proficiency in CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting.

• Develop best-practice methodologies for higher education scenarios.

• Connect Customer Success, Implementation, Support, and Product teams to help identify systemic portfolio challenges.

• Contribute to a sustainable knowledge base and standardize solutions.

⛳️ Requirements

• 4–7 years of experience in a technical, customer-facing position within B2B SaaS (such as Customer Success Engineer, Technical Account Manager, Solutions Consultant, or a similar implementation-related role).

• Hands-on experience with a higher education CRM and its workflows; familiarity with Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or equivalent is highly preferred.

• Strong skills in technical discovery, transforming ambiguous challenges into clear requirements and actionable strategies.

• Extensive knowledge of CRM configuration, including objects and fields, segmentation logic, workflow and journey design, and reporting implications.

• Proficiency in integration and API concepts enough to diagnose issues, communicate effectively with IT teams, and understand data synchronization failures.

• Capability to lead technical sessions with Enrollment Operations and IT, align stakeholders, and communicate outcomes to Account Managers.

• Exceptional communication skills, enabling the explanation of technical concepts to non-technical audiences while maintaining accuracy.

• A coaching mindset with the ability to create reusable enablement resources.

• High level of ownership and dependability across a shared portfolio.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours and remote work options.

• Supportive and inclusive company culture.