Customer Success Engineer

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

📋 Description

• Oversee the entire customer onboarding process from the point of sales handoff to the completion of the project.

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

• Develop and uphold customer success strategies that encompass business objectives, KPIs, adoption milestones, and future plans.

• Convert platform adoption into tangible business results such as cost savings, improved engineering speed, reduced risks, and platform ROI.

• Manage customer relationship schedules, including regular check-ins, Quarterly Business Reviews, and Executive Business Reviews.

• Engage in technical discussions regarding vCluster architecture, Tenant Cluster deployment strategies, RBAC, Tenant Isolation, integrations, and Day 2 operations.

• Support customers in overcoming technical challenges and assist in designing optimal deployment architectures.

• Take ownership of the renewal process starting 90+ days prior to renewal.

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

• Collaborate with the Account Executive and Solutions Engineer to transform expansion opportunities into customer growth.

• Advocate for customer feature requests, escalate hurdles, and provide actionable insights to the Product and Engineering teams.

• Promote adoption, identify expansion prospects, and proactively detect churn risks.

⛳️ Requirements

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

• Demonstrated success in promoting adoption and achieving measurable business results across a range of technical customers.

• Practical knowledge of Kubernetes and cloud-native technologies.

• Capability to discuss architecture, RBAC, Tenant Isolation patterns, and cloud infrastructure effectively.

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

• Organized and proactive mindset utilizing success plans, adoption milestones, and renewal timelines.

• Comprehension of renewal and expansion drivers within a SaaS or platform business environment.

• Kubernetes certification (CKA or CKAD) or equivalent demonstrated technical expertise in cloud-native infrastructure is advantageous.

• Experience with AI/ML infrastructure, GPU computing environments, or large-scale internal developer platforms is advantageous.

• Background in regulated industries is a plus.

• Contributions to the Kubernetes or open-source community are a plus.

• Experience at a Series B-D startup is a plus.

🏝️ Benefits

• Equity

• Commission

• Health, dental, vision, and life insurance for you and eligible dependents (benefits vary depending on country)

• Flexible working schedule

• Workplace flexibility

• Remote-first culture