Customer Success Engineer

Momentic•San Francisco, CA

4d•$185,000 - $225,000•Onsite

About The Position

Momentic is hiring a Customer Success Engineer to own strategic relationships, customer success, and renewal readiness for enterprise and selected medium-touch customers. The role combines technical depth with strategic account judgment, including building trust with engineers, leading executive conversations, and turning ambiguous customer problems into actionable plans. Reporting to the CEO, the Customer Success Engineer works closely with customer engineering organizations, Solutions Engineers, Sales, and Engineering to help customers realize measurable value from Momentic. The role owns the account plan from post-implementation adoption through renewal, develops relationships across customer organizations, aligns stakeholders on success, and maintains a current view of adoption, delivered value, and risk. The position also builds practical dashboards and scalable workflows using customer, contract, and product usage data, including AI-assisted automation for reporting, risk identification, and account analysis. The role is based in San Francisco or requires relocation there, with five days per week in the office.

Requirements

Experience owning complex strategic accounts for a technical product and delivering customer outcomes through difficult conversations.
Ability to build trusted relationships with customer practitioners through executive sponsors.
An engineering background or, at minimum, a computer science degree, with demonstrated hands-on coding and debugging ability.
Ability to work credibly with engineers and engineering leaders, learn an unfamiliar product, and reason through testing, CI/CD, and adoption challenges.
Strategic and numbers-oriented approach, including turning usage and technical results into a business case and account plan and using evidence to identify and manage renewal risk.
Organization, proactivity, comfort with ambiguity, and ability to turn unclear customer problems into concrete outcomes and lead cross-functional work without formal authority.
Experience building CS tooling, dashboards, templates, or operating processes at an early-stage company.
Ability to use AI to build tools and automate workflows for account analysis, reporting, and customer management, with sound judgment about outputs.
Based in San Francisco or willing to relocate, and able to work from the office five days a week.

Nice To Haves

Experience working with developer-tools customers.
Experience with automated testing, observability, or infrastructure.
Experience in forward deployed engineering, developer success engineering, or field engineering.
Consulting experience leading technical projects and managing senior client stakeholders.

Responsibilities

Own strategic customer relationships and build trust with executive sponsors, engineering leaders, technical champions, and day-to-day users.
Understand customer priorities and decision-making processes and keep stakeholders aligned.
Create customer success plans with clear goals, milestones, and owners.
Lead quarterly business reviews and annual planning sessions that connect testing coverage, suite health, and adoption to customer objectives.
Translate customer needs into requirements and execution plans, identify blockers, and guide customers through technical adoption and projects.
Coordinate with Solutions Engineering and Engineering to resolve customer issues and bring actionable customer feedback into the product.
Identify changes in usage, engagement, sponsorship, or delivered value that may indicate customer risk.
Lead plans to address risk, demonstrate customer value, and partner with Sales on commercial renewals.
Connect customer, contract, and product usage data into practical dashboards and workflows.
Use AI to automate reporting, surface risks, and identify where to act.
Build scalable workflows for smaller, low-touch accounts rather than relying on manual account management.