Customer Success Engineer

Swarmia•New York, NY

2d•$125,000 - $155,000•Hybrid

About The Position

As a member of our Customer Success team, you'll onboard, guide, and support customers as they adopt Swarmia into their daily work. You'll work closely with a small group of experienced technical Customer Success Managers and partner with Sales and Product to shape how we support fast growing startups and mid market companies in the region. Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams. This is a hybrid role based in New York, with regular in-office collaboration.

Requirements

Three plus years of experience as a Customer Engineer, Sales Engineer, Solutions Engineer, Technical Account Manager, or Technical Customer Success Manager in B2B SaaS. Ideally in developer tools or products built for engineering teams.
Technical enough to earn the trust of Engineering and Product Leadership. Understand software development workflows, CI/CD, Git, Jira, and how modern teams ship code.
Led end to end onboarding for technically complex products. Can run a structured four to eight week implementation, proactively spot risks and opportunities of product adoption, and get customers to real value fast.
Delivered product demos, technical trainings, or enablement sessions to engineering teams and leadership.
Comfortable managing a book of dozens mid-market customers, exceeding $1.5MM in total ARR while keeping retention and adoption high.
Enjoy working cross functionally with Sales, Product, and Engineering. Can translate customer feedback into clear product insights.
Like becoming a domain expert. Enjoy understanding how a product works under the hood and why it was built that way.
Want to work with ambitious engineering organizations and help them improve how they build software.

Nice To Haves

Thrive with a more focused book of larger customers. In this role, you'll manage a book of dozens of mid-market customers, balancing personalized relationships with efficient, scalable support.
Looking for a relationship only role with light product involvement. You will regularly discuss integrations, data quality, metrics definitions, engineering workflows, and configuration choices with technical stakeholders.
Expect renewals and upsells to be the main focus of the role, while not focusing on adoption, engagement, and helping the customer achieve their business goals.

Responsibilities

Own and manage a portfolio of mid market customers
Lead onboarding, implementation and adoption to ensure customers reach value quickly
Build strong relationships with engineering leaders and product teams
Proactively monitor customer health and address risks before they escalate
Run regular check ins focused on outcomes, not just product usage
Identify expansion opportunities and partner with Sales when accounts grow
Manage renewals for your book of business
Collect and synthesize customer feedback to influence product decisions
Help define scalable customer success processes as the company grows