Customer Success Engineer

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee the complete customer onboarding process from the transition from sales to project completion.

• Organize architecture workshops, set up the platform, facilitate access, configure integrations, and conduct operational readiness assessments.

• Create and sustain customer success plans that outline business objectives, KPIs, adoption milestones, and future strategies.

• Convert platform adoption into tangible business results such as cost savings, increased engineering speed, risk mitigation, and platform ROI.

• Manage customer relationship activities through consistent check-ins, Quarterly Business Reviews, and Executive Business Reviews.

• Engage with customers on topics such as vCluster architecture, Tenant Cluster deployment strategies, RBAC, Tenant Isolation, integrations, and Day 2 operations.

• Provide support to customers facing technical challenges and design optimal deployment architectures.

• Lead renewal processes starting 90 days prior to contract expiration.

• Recognize expansion opportunities, including new use cases, AI/GPU workloads, additional Tenant Clusters, and tier upgrades.

• Collaborate with Account Executives and Solutions Engineers to transform expansion opportunities into customer growth.

• Advocate for customer feature requests, escalate obstacles, and relay actionable insights to Product and Engineering teams.

• Foster customer adoption, pinpoint expansion opportunities, and proactively identify churn risks.

⛳️ Requirements

• Proven experience in a technical post-sales position, such as customer success, technical account management, or professional services.

• Demonstrated ability to drive adoption and achieve measurable business results across a portfolio of technical clients.

• Hands-on experience with Kubernetes and cloud-native technologies.

• Capability to discuss RBAC, Tenant Isolation strategies, cloud infrastructure, and architectural inquiries.

• Proficient in engaging with both executive stakeholders and platform engineers.

• Methodical and proactive approach utilizing success plans, adoption milestones, and renewal timelines.

• Knowledge of renewal and expansion drivers in a SaaS or platform business model.

• Kubernetes certification (CKA or CKAD) or equivalent demonstrable expertise in cloud-native infrastructure (preferred).

• Experience with AI/ML infrastructure, GPU compute environments, or large-scale internal developer platforms (preferred).

• Background in regulated industries such as financial services, healthcare, or public sector (preferred).

• Contributions to the Kubernetes or open-source community (preferred).

• Experience at a Series B-D startup establishing a repeatable post-sales process (preferred).

🏝️ Benefits

• Equity

• Commission

• Health, dental, vision, and life insurance for you and eligible dependents

• Flexible working hours

• Workplace flexibility

• Remote-first culture