Customer Success Engineer

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

📋 Description

• Ownership of Onboarding: Manage the complete customer onboarding process — from the transition post-sales to the conclusion of the project. This involves coordinating architecture workshops, platform installation, access configuration, integration setup, and operational readiness assessments. You establish the initial customer experience with vCluster right from the start.

• Success Strategy: Develop and uphold customer success plans that capture business objectives, KPIs, adoption milestones, and future strategies. You view the success plan as a dynamic document that informs every customer interaction, rather than a static deliverable that sits in a file.

• Value Communication: Convert platform adoption into tangible business results. You link Tenant Cluster growth, savings in provisioning time, and enabling developer self-service to the metrics that matter to your customers — including cost efficiency, engineering velocity, risk mitigation, and platform ROI. When renewal or expansion time arrives, the business justification is already established.

• Proactive Relationship Management: Take charge of the customer relationship schedule — including regular check-ins, Quarterly Business Reviews, and Executive Business Reviews. You do not wait for the customer to reach out; you conduct executive reviews that emphasize strategic partnership beyond just feature updates.

• Technical Authority: Engage in credible technical discussions with platform engineers, DevOps leaders, and architects. You possess a solid understanding of the vCluster architecture, enabling you to discuss Tenant Cluster deployment patterns, RBAC, Tenant Isolation, integrations, and Day 2 operations. You can independently assist customers with their technical challenges and design optimal deployment architectures.

• Renewal and Growth Ownership: Manage the renewal process for your accounts — beginning 90+ days in advance. You identify signals for expansion — such as new use cases, AI/GPU workloads, additional Tenant Clusters, and tier upgrades — and collaborate with the Account Executive and Solutions Engineer to convert them into growth opportunities that address real customer needs.

• Customer Representation: Act as the internal advocate for your customers. You communicate their feature requests, escalate any hurdles, and offer actionable insights to Product and Engineering based on real account contexts rather than anecdotes.

⛳️ Requirements

• Demonstrated Post-Sales Experience: You have a background in a technical post-sales capacity — such as customer success, technical account management, or professional services — with a proven history of driving adoption and measurable business results across a portfolio of technical clients.

• Technical Expertise: You possess hands-on experience with Kubernetes and cloud-native technologies. You can engage with platform engineers on architectural inquiries, discuss RBAC and Tenant Isolation strategies, and confidently hold your ground in discussions about cloud infrastructure without resorting to bluffing. You recognize when to involve deeper technical resources.

• Versatile Stakeholder Engagement: You can facilitate an executive business review with a Head of Technology in the morning and troubleshoot an onboarding issue with a platform engineer in the afternoon. You modify your communication style while maintaining depth and credibility in both scenarios.

• Structured and Proactive Approach: You function within a clear framework — including success plans, adoption milestones, and renewal schedules — and do not require reminders to utilize them. You proactively identify risks before customers bring them to your attention.

• Business Acumen: You comprehend the factors that drive renewal and growth in a SaaS or platform environment. You highlight growth possibilities that solve genuine customer challenges rather than merely presenting opportunities that appear favorable on a pipeline report.

• Additional Advantages: Kubernetes certification (CKA or CKAD) or equivalent proven technical expertise in cloud-native infrastructure.

• Experience with AI/ML infrastructure, GPU compute environments, or assisting customers in building internal developer platforms at scale.

• Background in regulated sectors — including financial services, healthcare, or public sector — where compliance and governance introduce complexities to technical decisions.

• Contributions to the Kubernetes or open-source community.

• Experience in a Series B-D startup where you have worked autonomously and contributed to establishing a repeatable post-sales process from the ground up.

🏝️ Benefits

• Competitive Salary: We provide a competitive compensation package, inclusive of equity.

• Comprehensive Insurance: Health, dental, vision, and life insurance options, including plans for you and eligible dependents (benefits vary by country).

• Flexible Work Schedule: Have a doctor’s appointment or need to run errands at 2 PM? We understand and support your needs. For us, results are more important than adhering to fixed working hours.

• Workplace Flexibility: We are very accommodating regarding your work location. We recognize that life can be unpredictable and are happy to adjust your work environment as needed.