Customer Success Engineer – Scaled

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

📋 Description

• Take charge of adoption, retention, and growth for a substantial portfolio of Scaled-segment customers through a one-to-many approach.

• Create and implement scalable customer journeys, which include digital onboarding, automated lifecycle interactions, in-app assistance, and self-service resources.

• Offer in-person support during activation, address technical challenges, recognize expansion signals, manage renewals, and handle risk situations.

• Conduct and document demonstrations, guide API integrations and architectural decisions, and resolve Level 1/Level 2 issues.

• Develop reusable enablement materials such as demo scripts, integration manuals, sample code, evaluation kits, playbooks, and micro-videos.

• Organize webinars, office hours, and educational initiatives.

• Monitor account health, usage metrics, and churn-risk indicators, initiating prioritized outreach as necessary.

• Identify and outline cross-sell, upsell, and multi-product expansion opportunities in collaboration with Sales.

• Advocate for customer insights in product roadmaps, go-to-market strategies, and internal tools.

• Track, analyze, and report on portfolio-level activation, adoption, usage, health, retention, and expansion key performance indicators (KPIs).

• Develop systems and automations that eliminate repetitive manual tasks.

⛳️ Requirements

• 3–5+ years of experience in a technical, customer-facing position such as Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering.

• Background in an API-focused, developer-centric, or AI organization.

• Proficiency in APIs, developer workflows, and integration methodologies.

• Capability to conduct demos and troubleshoot Level 1/Level 2 issues.

• Experience managing a high volume of customers or developing scaled/tech-touch programs.

• Familiarity with digital onboarding, one-to-many campaigns, webinars, self-service enablement, or automated customer journeys.

• Strong systems thinking and process-oriented mindset.

• Experience in creating repeatable playbooks, templates, or automation processes.

• Comfort in utilizing product usage and customer health metrics.

• Outstanding written and verbal communication skills.

• Strong sense of ownership with the ability to collaborate and work independently in a remote setting.

• In your application, detail a solution you implemented that permanently removed recurring work.

• An AI-first mentality, coupled with the ability to adopt, integrate, and experiment with advanced AI tools.

🏝️ Benefits

• Equity

• Bonus

• 10% variable pay

• Remote work

• Access to AI tools and experimentation as part of the operational framework