Client Success Engineer

KODE Labs

About The Position

KODE Labs is seeking a Client Success Engineer to help end users successfully adopt and integrate the KODE OS platform into their operations, driving measurable improvements in efficiency and performance. The role serves as a trusted advisor to clients, guiding them through onboarding, training, and ongoing engagement to maximize the platform’s value. The Client Success Engineer captures client feedback, addresses technical issues, and helps refine best practices to improve the user experience. As the primary escalation point for engineering-related challenges, the role works closely with the Mission Control and deployment teams to troubleshoot, resolve, and prevent issues that could affect client success. The position is responsible for creating seamless client experiences, fostering strong relationships, and supporting successful adoption of KODE OS solutions.

Requirements

Experience in facilities management, smart building deployments, or system integration.
Strong background in client-facing roles such as sales engineering, technical account management, or strategic project management.
Direct experience in client success or technical support, preferably within a SaaS or PropTech environment.
Ability to assess and measure quantitative performance benchmarks and ROI for infrastructure and energy optimizations.
Exposure to delivering standard or customized training sessions and creating related materials, such as reports and close-out packages.
Strong interpersonal skills to build client trust, maintain relationships, and ensure client success.
Ability to manage multiple clients and tasks while ensuring timely follow-ups and issue resolution.
Excellent technical and non-technical communication skills.

Responsibilities

Deliver standard and customized client training programs to help end users effectively use the KODE OS platform for their intended operations.
Gather client feedback and make fixes or enhancements so the platform supports clients’ unique needs and objectives.
Provide close-out packages confirming successful training and detailing how KODE OS has enhanced client operations.
Conduct standard and needs-based end-user check-ins at set intervals for up to 12 months to support continued success with the platform.
Act as the primary escalation point for support tickets, resolving issues directly or coordinating with Mission Control.
Document common client challenges and collaborate with the deployment team to improve implementation standards and user experience.