Success Engineer

Firecrawl•San Francisco, CA

1d•$140,000 - $180,000•Hybrid

About The Position

In just a year, we've hit millions in ARR and 50k+ GitHub stars by building the fastest way for developers to get LLM-ready data. We're a small, fast-moving team building essential tools for the AI era. We value autonomy, clarity, and shipping fast. We are looking for a hands-on technical customer success engineer who thrives at the intersection of software engineering and client engagement. You’ll help our customers unlock the full potential of our platform, drive adoption, and expand usage—while building scalable processes for long-term growth.

Requirements

Hands-On Engineer: You can build backend systems, integrate with APIs, and solve complex technical problems. You read docs, write scripts, and debug edge cases with ease.
Implementation Expert: You've guided technical teams through complex onboarding and can build workflows that showcase product value quickly
Process-Oriented: You naturally think in systems and workflows—how to scale 1:1 interactions into repeatable, measurable processes
Customer-Driven: You excel at consultative selling and building trusted advisor relationships. You can ask the right questions and explain technical ideas clearly
Data-Minded: You think in metrics, health scores, and adoption rates. You want to know usage patterns, conversion rates, and revenue impact
Scrappy & Fast: You don't wait for perfect processes—you create momentum. You know when to ship a Loom, jump into Discord, or write a script to unblock someone
Pattern Seeker: You naturally see repeat issues, common requests, and potential product improvements. You document everything and bring insights back to the team
Cross-Functional Collaborator: You work seamlessly with Product, Engineering, and Growth teams to drive customer outcomes
3+ years experience

Nice To Haves

You've worked in customer-facing technical roles (solutions engineer, implementation specialist, dev support, CSE, account management)
You've built systematic customer success processes at an early-stage startup
You've supported APIs, SDKs, or other developer tools
You have experience with usage-based pricing models and expansion strategies
You've managed technical implementations and onboarding for B2B SaaS
Experience with our stack: HubSpot, Customer.io , n8n, Postgres, PostHog, Pylon
You've created technical documentation, videos, or educational content
You've run business reviews and managed customer health scores
You understand the developer tools ecosystem and technical buyer personas
You've built with Firecrawl or similar web scraping/data extraction platforms

Responsibilities

Drive Proactive Customer Growth
Monitor & Engage: Track customers hitting 30% and 80% credit usage thresholds and proactively reach out with targeted messaging
Run Structured Meetings: Conduct regular business reviews and health checks, following specific scripts to understand customer needs, expansion opportunities, and potential blockers
Build Adoption Playbooks: Create systematic approaches to drive feature adoption and usage expansion across your accounts
Scale Success Playbooks: Create repeatable processes for customer engagement—from initial outreach templates to meeting frameworks
Support Technical Implementation & Onboarding
Guide Technical Setup: Lead customers through implementation, helping them build their first workflows and integrate Firecrawl into their stack
Be the Trusted Advisor: Understand each customer's technical architecture and become their go-to resource for maximizing value
Create Scalable Resources: Build documentation, videos, templates, and guides that help customers move faster
Troubleshoot & Unblock: Debug integration issues, API problems, and help customers overcome technical hurdles
Build Data-Driven Insights
Track Product Adoption: Monitor feature usage patterns and create strategies to increase adoption across accounts
Process Customer Intelligence: Analyze meeting recordings, log product requests systematically, and assign dollar values to feature requests
Maintain Health Scores: Build and track customer health metrics using our stack (HubSpot, PostHog, Postgres)
Present Customer Insights: Share detailed customer profiles in team meetings—usage patterns, growth trajectory, blockers, and expansion opportunities
Track Revenue Impact: Connect customer feedback directly to revenue opportunities and growth metrics

Benefits

Salary that makes sense — $140,000-180,000/year OTE (U.S.-based), based on impact, not tenure
Own a piece — Up to 0.10% equity in what you're helping build
Generous PTO — 15 days mandatory, anything after 24 days, just ask (holidays excluded); take the time you need to recharge
Parental leave — 12 weeks fully paid, for moms and dads
Wellness stipend — $100/month for the gym, therapy, massages, or whatever keeps you human
Learning & Development - Expense up to $150/year toward anything that helps you grow professionally
Team offsites — A change of scenery, minus the trust falls
Sabbatical — 3 paid months off after 4 years, do something fun and new
Full coverage, no red tape — Medical, dental, and vision (100% for employees, 50% for spouse/kids) — no weird loopholes, just care that works
Life & Disability insurance — Employer-paid short-term disability, long-term disability, and life insurance — coverage for life's curveballs
Supplemental options — Optional accident, critical illness, hospital indemnity, and voluntary life insurance for extra peace of mind
Doctegrity telehealth — Talk to a doctor from your couch
401(k) plan — Retirement might be a ways off, but future-you will thank you
Pre-tax benefits — Access to FSAs and commuter benefits (US-only) to help your wallet out a bit
Pet insurance — Because fur babies are family too
SF HQ perks — Snacks, drinks, team lunches, intense ping pong, and peak startup energy
E-Bike transportation — A loaner electric bike to get you around the city, on us