Senior Customer Success Engineer

talentpluto • New York, NY

9d • Hybrid

About The Position

This is a senior, builder-first Customer Success role at a venture-backed education technology company bringing AI into K-12 classrooms. The company serves several hundred school accounts and is expanding upmarket and internationally. The hire will design and build the systems that automate much of the customer success function, with substantial opportunity to shape its architecture. The role owns the function's operating system and is measured on organization-level net revenue retention rather than traditional account-by-account metrics. It works alongside a strategic customer success manager responsible for high-touch relationships and a customer success engineer handling day-to-day requests, and reports to the go-to-market chief of staff. Customers are teachers and school leaders, so the role calls for sophisticated systems-building and clear, human communication.

Requirements

• At least 2 years of experience, including hands-on experience building automations, workflows, or internal systems.
• Working knowledge of how a customer success function operates, including onboarding, renewals, and the customer lifecycle.
• Experience at an early-stage startup.
• Strong presentation and communication skills, with the ability to adapt communication style to educators.
• A builder's mindset and drive to automate manual work.
• Comfort owning a function and being measured on its results.

Nice To Haves

• Experience as a founding or early customer success hire is strongly preferred.
• A technical or computer science background is helpful but not required.

Responsibilities

• Design and build the automated workflows, campaigns, and systems that run customer success.
• Own the customer success function's tooling and processes end to end.
• Drive organization-level net revenue retention through the systems and workflows built.
• Support onboarding, renewals, and professional development sessions for school customers.
• Turn signals from customer conversations and product usage into automated next steps.
• Partner with the rest of the customer success team and bring feedback to product.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed