Customer Success Engineer

Job Summary

Supporting a growing Customer Success team, the full-time Customer Success Engineer will manage technical escalations, ensure quality handoffs from Implementation, and enable Account Managers with the technical knowledge needed to resolve customer issues effectively in a remote environment.

Key responsibilities

• Oversee the quality of handoffs from Implementation to Customer Success, ensuring clear communication and resolution of potential issues
• Serve as the primary technical resource for Account Managers, providing guidance on platform questions, configuration issues, and troubleshooting
• Lead technical discovery sessions post-go-live to identify customer needs and provide actionable solutions while facilitating collaboration with internal teams

Required qualifications

• 4-7 years in a technical, customer-facing role within B2B SaaS, such as Customer Success Engineer or Technical Account Manager
• Direct experience with higher education CRMs like Element451, Slate, or Salesforce Education Cloud is strongly preferred
• Strong technical discovery skills with the ability to translate vague customer pain points into concrete requirements
• Deep understanding of CRM configuration, including workflow design and reporting implications
• Ability to lead technical discussions with stakeholders and translate outcomes effectively to non-technical audiences