Customer Success Engineer

About the Role

As a Customer Success Engineer, you will own the critical first phase of the customer journey: Implementation, Onboarding, and Activation. You will serve as the primary customer-facing technical lead, guiding new customers and Managed Service Providers (MSPs) from their initial kickoff through technical provisioning, training, and ultimate platform adoption.

You are a hybrid of a project manager, a technical implementer, and an educator. You will take training frameworks built by our AI Adoption team and bring them to life for our customers, ensuring they see rapid time-to-value (TTV) and are set up for long-term success.

What You’ll Do

Implementation & Technical Onboarding

• Lead the Launch: Serve as the primary project manager and customer-facing lead for all new customer onboarding engagements.
• Drive Alignment: Lead customer kickoff calls, alignment meetings, and regular check-ins throughout the implementation phase.
• Execute Provisioning: Take hands-on ownership of the technical provisioning process and auto-provisioning milestones to ensure customer environments are configured correctly.
• Accelerate Activation: Act as the primary driver of execution during the launch process, ensuring customers hit their activation milestones on time.

Customer Enablement & Training Delivery

• Deliver Training: Lead "MSP Champion Training" sessions and host interactive webinars to educate new users.
• Operationalize Adoption: Partner with the AI Adoption team through a train-the-trainer model. You will take the adoption journeys and learning frameworks they design and execute them in the field with your customers.
• Guide & Mentor: Provide guidance and transition context to Junior Customer Success team members who will handle the day-to-day tier-1 support for your accounts.

Cross-Functional Collaboration

• Escalate Intelligently: Identify deeper technical defects, bugs, or break/fix issues during implementation and smoothly escalate them to the Technical Support Engineering team.
• Feedback Loop: Share on-the-ground customer feedback with the AI Adoption and Product teams to continuously improve the onboarding journey and training materials.

What We’re Looking For

• Experience: 3+ years in a Customer Success Engineering, Implementation, or Technical Account Management role within B2B SaaS.
• Implementation Chops: A proven track record of managing software implementations, complex onboarding projects, and technical provisioning.
• MSP Knowledge: Experience working with Managed Service Providers (MSPs) or channel partners is highly preferred.
• Project Management: Strong organizational skills with the ability to manage multiple customer onboarding projects simultaneously without letting details slip.
• Educator’s Mindset: Highly comfortable presenting to groups, leading webinars, and translating complex technical AI concepts into easy-to-understand training for users.
• Problem Solver: Ability to troubleshoot initial setup issues and clearly document complex problems for the Support and Engineering teams.

How Your Success Will Be Measured

• Faster Time to Value (TTV): Speed and efficiency of moving customers from kickoff to fully activated.
• Onboarding Effectiveness: Customer satisfaction and platform health scores at the end of the onboarding phase.
• Training Engagement: Attendance and completion rates for your MSP Champion Trainings and webinars.
• Product Adoption: Initial feature utilization and seamless handoffs to day-to-day support teams.