Customer Success Engineer / Manager
About The Position
Own day-to-day customer relationships post-implementation, serving as the primary point of contact for a growing book of accounts. Monitor customer usage, performance, and health signals proactively to identify churn risk and intervene before issues escalate. Resolve technical inquiries and configuration questions independently, escalating to engineering for anything outside your scope. Drive upsell and expansion opportunities by identifying new use cases and products that fit each customer's needs. Support ongoing AI agent optimization through configuration adjustments and prompt-level changes to improve customer outcomes. Manage smooth handoffs from the forward-deployed engineering team, maintaining or improving customer satisfaction through the transition.
Requirements
- Background in technical customer success, solutions engineering, or a closely adjacent role where you regularly speak the technical language with engineering and product teams
- Demonstrated ability to manage multiple accounts simultaneously with strong written and verbal communication and high responsiveness
- Commercial mindset with experience identifying and executing on upsell or expansion opportunities within an existing customer base
- Comfort troubleshooting technical issues, adjusting configurations, and escalating complex problems to an engineering team with clear, precise context
- Based in New York City and able to work in-person
Nice To Haves
- Prior experience at an AI, SaaS, or automation startup where the product required hands-on customer enablement
- Familiarity with AI agents, prompt engineering, or workflow automation at a level that lets you tune configurations without engineering support
- Experience owning a book of accounts at an early-stage company with little process or playbook in place
Responsibilities
- Own day-to-day customer relationships post-implementation, serving as the primary point of contact for a growing book of accounts
- Monitor customer usage, performance, and health signals proactively to identify churn risk and intervene before issues escalate
- Resolve technical inquiries and configuration questions independently, escalating to engineering for anything outside your scope
- Drive upsell and expansion opportunities by identifying new use cases and products that fit each customer's needs
- Support ongoing AI agent optimization through configuration adjustments and prompt-level changes to improve customer outcomes
- Manage smooth handoffs from the forward-deployed engineering team, maintaining or improving customer satisfaction through the transition
Benefits
- 0.03% to 0.10% equity
- Commission on upsells
- Retention bonuses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
