Team Lead, Solutions Engineering – Post-Sales

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

📋 Description

• Guide a team of Solutions Engineers through individual meetings, constructive feedback, and career advancement opportunities.

• Track team performance metrics (such as retention, resolution time, and product adoption) and conduct performance evaluations.

• Directly manage the technical relationships with our most intricate and high-value clients.

• Assist the team in proactively identifying at-risk accounts and developing strategies for mitigation.

• Collaborate closely with CSM Managers on account strategy and serve as the team's connection to Product and Engineering.

⛳️ Requirements

• Over 5 years of experience in a Solutions Engineering, Solutions Consulting, or Technical Customer Success capacity, preferably within a SaaS environment.

• Experience in leading or mentoring fellow engineers, whether as a team lead, senior individual contributor mentor, or manager, and a genuine passion for facilitating growth in others.

• Technically adept, with a strong command of JavaScript, browser developer tools, web technologies, and troubleshooting complex front-end challenges.

• Excellent communicator with the ability to clarify intricate technical concepts for non-technical stakeholders.

• Deeply customer-focused and commercially aware — understanding how technical adoption correlates with retention, expansion, and revenue growth.

• Highly proactive, organized, and capable of balancing player-coach responsibilities effectively.

• Comfortable utilizing AI tools to enhance efficiency, lessen workload, and elevate the quality of both your output and your team's.

• Preferred experience with ecommerce platforms (such as Shopify, Salesforce Commerce Cloud, Magento, BigCommerce, etc.) or in the ecommerce analytics and monitoring sector.

• Familiarity with session replay, error monitoring, Real User Monitoring (RUM), Application Performance Monitoring (APM), or experience analytics tools.

• Experience in supporting renewals, expansion, or gross revenue retention (GRR) objectives as part of a post-sales technical role.

• Understanding of Customer Success operating models and key performance indicators (KPIs), including gross and net revenue retention and adoption metrics.

🏝️ Benefits

• Unlimited Time Off & Flexible Working Style

• Benefits from Day 1