Customer Success Engineer

Implementation-to-CS Handoff Quality:

• Partner with Implementation to review handoff artifacts and participate in calls for complex transitions.
• Proactively identify configuration risks and adoption blockers to prevent future customer problems.

AM Technical Enablement:

• Serve as the primary technical resource, answering platform questions and joining customer calls when necessary.
• Coach Account Managers on platform fundamentals and build internal enablement assets to raise technical capabilities.

Technical Discovery & Solutioning:

• Lead technical discovery for evolving post-go-live needs and translate vague pain into concrete requirements.
• Provide solution options with clear tradeoffs and produce lightweight artifacts to enable clean execution by internal teams.

Escalation Triage & Resolution:

• Own technical escalations from Customer Success, diagnosing issues and driving resolution without always needing Engineering.
• Establish a clear escalation operating rhythm and track recurring themes to provide structured feedback to other teams.