Customer Success Engineer

Optibus•Portland, OR

2d•Hybrid

About The Position

We are looking for a Customer Success Engineer to join our global Customer Success team! Based in New York, this person will play a key role as the central technical partner for our customers. From onboarding new clients, helping reach their initial desired value promptly, to ensuring they achieve continuous, measurable value from the Optibus platform at every stage of their journey. Our CSEs are Optibus subject matter experts who bridge the gap between customer business goals and our technology. They guide our customers towards value realisation, including adoption of the platform, strategic technical enablement, solution design, integrations, running workshops, providing technical coaching, and collaborating cross-functionally across the business to drive long-term customer success. You will work closely with our wider team, including Support, PMO, in addition to Revenue (including Account Managers AMs and Pre-sales Engineers), Product, R&D, and other cross-functional departments. This is a role with a strong client-facing component. You’ll be expected to spend at least three days per week working from a local Optibus office or on-site with customers.

Requirements

Proven experience and measurable success in client-facing roles within SaaS (ideally vertical), with either B2B and/or B2G experience.
Proven track record of building strong relationships within a client portfolio with their technical and non-technical teams.
Exceptional ability to manage time-based projects, prioritize effectively, and drive technical outcomes across multiple client engagements simultaneously.
Outstanding verbal and written communication skills in English (extra languages are highly desirable!).
Proven experience of adaptability in fast-paced start up/scale up environments.

Nice To Haves

(Very) nice to have: experience in transit, public transportation, CAD/AVL, and/or ITS.

Responsibilities

Technical Enablement
Initial Implementation: Own the technical project delivery, managing data migration, initial platform configuration, and foundational user training to ensure a timely and effective go-live.
Continuous Enablement: Deliver staged technical enablement and coaching sessions based on the customer's maturity and specific business goals.
Value Focused
Value Realization: Plan and lead value-focused technical workshops, such as optimization scenario analysis, to demonstrate measurable value received and drive deeper platform adoption, as the technical partner supporting CSM/SCSE.
Configuration & Technical Requirements
Solution Design & Integrations: Work closely with clients and internal teams (Project Managers, R&D, Product, Solutions Architects) to define technical requirements and translate them into platform configurations.
Technical Expertise: Manage technical aspects of integrations with client systems and serve as the subject matter expert on platform capabilities.
Relationship Management
Relationship Building: Act as a trusted technical advisor, building strong, lasting relationships with technical users, stakeholders, and internal decision-makers.
Client Mapping: Maintain a deep understanding of the client’s organizational structures and technical landscape to ensure mutual technical goals are accomplished and risks are mitigated.
Customer Delivery
Project & Task Management: Working alongside the PMO/CSM, ensure all technical activities adhere to the project scope within budget, and are delivered efficiently and on time, from initial implementation through ongoing technical services.
Voice of the Customer
Technical ambassador: Represent the customer internally, collecting and analyzing feedback to inform the Product and R&D roadmap.
Escalation Management: Manage internal technical escalations with R&D, Product, and Support counterparts to ensure swift resolution of complex issues.
Cross-Functional Alignment: Collaborate with the wider Customer Success, Sales, and Product teams to align technical delivery with the overall customer success plan.