Founding Customer Success Engineer

Minerva•New York City, NY

3d•Onsite

About The Position

Minerva is hiring its first Customer Success Engineer to help enterprise customers get value from its AI marketing platform without having to wait for individual assistance. The role owns customer support operations, turns recurring questions and solutions into searchable self-service resources, and brings recurring customer friction to product and engineering so issues can be fixed at their source. This is a founding role with no direct reports initially and no existing playbook; it works most closely with the product and engineering team. The Customer Success Engineer owns the support queue and shared customer channels, diagnoses incoming issues, and either resolves them or provides engineering with a reproducible diagnosis. The role creates and maintains a knowledge base covering product features and limits, API usage, audience building, and campaign briefs; improves the customer journey from first login to first result; and establishes escalation paths, response standards, and onboarding checklists. Success is measured by the share of questions resolved without engineering, repeat-question rate, and time to first result for self-serve customers. The position is based in person at Minerva’s office at 300 Kent Avenue in Williamsburg, Brooklyn. Candidates must be authorized to work in the United States; visa sponsorship is considered case by case. The stated base salary range is $149,000–$189,000, depending on experience, with meaningful equity.

Requirements

At least 3 years of experience in customer success engineering, technical support, solutions, or a technical account role; ideally at a data, martech, adtech, or developer-tools company.
SQL skills and comfort working with APIs; able to read a schema and investigate why a result is incorrect.
Demonstrated ability to diagnose problems independently rather than simply escalating them.
Clear writing skills and experience creating documentation or a knowledge base that people used.
Preference for addressing an issue once for all customers rather than repeatedly for one customer.
Located in New York City or willing to relocate.
Authorized to work in the United States; visa sponsorship is considered case by case.

Nice To Haves

Publicly available technical documentation authored by the candidate.
Experience running support using Pylon, Intercom, Zendesk, or a similar tool.
Experience with identity resolution, CDPs, match rates, or marketing data.
Experience creating short product explainer videos.

Responsibilities

Own Pylon and shared customer channels, including triage, response times, and the initial assessment of incoming questions.
Reproduce and diagnose customer issues, solve them when possible, or provide engineering with a diagnosis and reproduction.
Build and maintain a knowledge base of articles, how-to guides, and short videos covering product features, limits, API usage, audience building, and campaign briefs.
Own and improve the self-service customer path from first login to first result.
Identify recurring customer questions, quantify their frequency, and share patterns with product so issues can be addressed in the platform.
Create the customer success playbook, including escalation paths, response standards, and onboarding checklists.