Customer Success Engineer

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

📋 Description

• Manage a portfolio of customers throughout onboarding, active usage, renewal, and expansion phases.

• Establish trust with customers while offering hands-on strategic guidance.

• Propel the Data Integrity and agentic-CRM initiatives within the customer portfolio.

• Enhance customer comprehension of Insycle as the governed data layer supporting CRM and AI projects.

• Resell Insycle to new stakeholders when appropriate.

• Promote adoption from one-off data cleanups to utilizing Insycle as the primary governed data layer.

• Foster new use cases across various workflows, teams, and data objects.

• Analyze customer workflows and recommend enhancements.

• Detect inefficiencies, risks, and improved methods for structuring data processes.

• Validate complex customer configurations and proactively identify potential issues.

• Share insights and best practices among similar customers.

• Assist customers in understanding effective practices relevant to their scale.

• Aid customers in communicating impact and return on investment within their organizations.

• Provide summaries for renewals and budget justifications.

• Engage with customers during critical moments such as new use cases, scaling usage, renewals, upgrades, downgrades, product updates, usage declines, and issues.

• Target at-risk and non-renewing accounts through focused outreach and re-engagement initiatives.

• Collaborate with stakeholders to bridge gaps and align with broader organizational goals.

• Address competitive objections with technical explanations and product differentiation.

⛳️ Requirements

• Minimum of 3 years in Customer Success, onboarding, solutions consulting, or a comparable technical, customer-facing position at a B2B SaaS organization.

• Strong communication skills across chat, email, and Zoom with video enabled.

• Ability to simplify complex subjects into approachable, friendly guidance.

• Highly technical, with a quick capacity to learn and become a product expert.

• Familiarity with CRMs and data workflows, particularly HubSpot or Salesforce.

• Proficient in troubleshooting technical issues.

• Experience collaborating with RevOps or data teams as a hands-on strategic advisor.

• Self-motivated with a proactive attitude and ownership mindset.

• Skills in process improvement and scalable problem-solving.

• Capable of asking effective questions, forming hypotheses, testing quickly, and measuring results.

• Comfortable communicating with diverse stakeholders.

• Collaborative, positive, energetic, and supportive demeanor.

• Must reside in the U.S.; Eastern or Central time zones preferred.

• Proficient in communicating with customers via Loom and Zoom.

🏝️ Benefits

• 0.05% - 0.1% Equity

• Medical, dental, and vision insurance.

• 401K with a 4% company contribution.

• Paid time off, sick leave, unplanned time off, and holidays.

• Full-time remote work.

• Monday–Friday, 9am–6pm local.