Customer Success Engineer

3E • Durham, NC

3d

About The Position

As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement. This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value.

Requirements

• Minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment.
• A bachelor’s degree in a technical field (computer science, engineering, data, or similar) or equivalent practical experience
• Familiarity with SaaS or asset performance management platforms.
• Proven track record of managing customer relationships and driving customer success.
• Strong analytical skills with a focus on KPIs and customer metrics.
• Strong project management skills
• A commercial mindset, balanced with the ability to manage hands-on work and strategic projects.
• A proactive, solution-oriented attitude with a strong "get things done" mentality.
• Strong soft skills— including empathy, patience, excellent listening skills, and the ability to remain calm under pressure.
• Legal authorization to work in the United States without requiring visa sponsorship.

Nice To Haves

• Experience in the energy industry — particularly solar, wind, or storage — is highly advantageous.
• Exposure to technical or data-oriented products and the ability to speak credibly with technical stakeholders.
• Proficiency in CRM or customer success software such as Salesforce, HubSpot, or Gainsight.

Responsibilities

• Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from SynaptiQ.
• Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals.
• Identify opportunities for upselling and cross-selling that deepen customer engagement and value.
• Define and report on success metrics for each account — including customer satisfaction scores, retention rates, and revenue generated from expansion.
• Continuously monitor customer health metrics to identify critical patterns and trends.
• Proactively address potential issues before they escalate, and surface opportunities for further engagement and improvement.
• Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer.
• Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.
• Conduct comprehensive training sessions and webinars so clients become proficient with the SynaptiQ platform.
• Develop user guides and training materials tailored to client needs.
• Foster customer advocacy by creating case studies and testimonials and facilitating customer references that highlight the success and value of the platform.
• Work collaboratively within the Customer Success team and across Presales, Support, and Development.
• Contribute to the ongoing growth and improvement of the platform and services by channeling real customer insight back into the organization.

Benefits

• In addition to joining a fast-growing international company that promotes a stimulating atmosphere in a highly motivated group of people, 3E offers a unique opportunity to further develop yourself in a company with an ambitious growth plan, delivering innovative services.
• In this role, you'll be the voice of the customer inside a company building the platform that keeps renewable assets performing.
• Your accounts will span real operating solar, wind, and storage portfolios, and your work directly shapes whether clients renew, expand, and champion us.
• If you thrive on owning relationships, turning data into action, and being the person clients trust to get things done, this is that seat.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level