Customer Success Engineer
Adaptive ML
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Tech Stack
About the role
- Lead customer-facing workload planning — understanding model usage patterns, expected throughput, and infrastructure constraints to scope solutions accurately from day one.
- Own solution architecture in the sales cycle: infra selection, TCO calculation, and performance benchmarking tailored to each prospect’s environment and LLM workloads.
- Design and deliver compelling technical demos and proof-of-concept implementations that map Adaptive ML’s capabilities directly to customer pain points and existing infrastructure.
- Respond to technical evaluations, RFPs, and security reviews; go deep with engineering and data science counterparts on architecture decisions and integration requirements.
- Partner with Account Executives to shape deal strategy, accelerate procurement timelines, and remove technical blockers standing between a prospect and a signed contract.
- Own technical onboarding end-to-end — designing integration architectures, working directly with customer engineering teams, and driving time-to-first-value.
- Support and continuously optimise live deployments: cost optimisation, performance tuning, and workload expansion across multi-geo and multi-team customer environments.
- Be the escalation point for production issues — investigating and debugging problems spanning k8s deployments, Helm configurations, model serving infrastructure, and distributed systems.
- Drive workload expansion proactively: surface new use cases, additional model workflows, and untapped product capabilities that create value across your account portfolio.
- Conduct regular technical and business reviews with customer stakeholders, translating infrastructure metrics into business impact and building the case for renewal and growth.
- Build reusable technical assets — reference architectures, integration guides, runbooks, and demo environments — that scale knowledge and accelerate future deals.
- Act as the voice of the customer internally: channel field insights directly to Product and Engineering to shape the roadmap and prioritisation.
- Contribute to infra sizing and workload planning discussions alongside Solutions and DevOps colleagues, with particular focus on the NA region (NYC/Toronto coverage).
Requirements
- 3–6+ years in a customer-facing technical role — Solutions Engineer, Solutions Architect, Customer Success Engineer, or Technical Account Manager — ideally in B2B SaaS, cloud, or infrastructure.
- Proven ability to operate across both pre-sales and post-sales: you’re as comfortable running a technical architecture review for a VP of Engineering as you are debugging a production incident with a DevOps team.
- Track record with enterprise customers in complex technical environments — multi-stakeholder deals, long sales cycles, and durable post-sale technical relationships.
- Demonstrable outcomes: successful deployments, adoption growth, expansion revenue, or strong renewal rates. You own the result, not just the activity.
- Experience at a fast-growth or early-stage company is a strong plus — you know what it takes to build things from scratch under pressure.
- Strong infrastructure instincts: you can confidently size GPU and storage requirements, reason about TCO trade-offs, and produce architecture diagrams that a CTO would trust.
- Skilled at architecture design — you can whiteboard a solution live, document it clearly, and defend design decisions with technical rigour.
- Hands-on with Kubernetes (k8s): you can investigate deployment issues, read and edit Helm charts, and navigate distributed systems problems in production environments.
- Python proficiency — enough to build proof-of-concepts, write integration scripts, and benchmark model performance against real customer workloads.
- Familiarity with ML infrastructure concepts: model serving, LLM fine-tuning, inference optimisation, and the operational realities of running models at scale is a strong plus.
- Comfortable working alongside DevOps and SRE teams; you understand their tooling, constraints, and language.
Benefits
- Comprehensive medical (health, dental, and vision) insurance.
- 401(k) plan with 4% matching.
- Unlimited PTO — we strongly encourage at least 5 weeks each year.
- Mental health, wellness, and personal development stipends.
- Visa sponsorship available if required.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
solution architectureinfrastructure selectionTCO calculationperformance benchmarkingtechnical onboardingcost optimisationperformance tuningKubernetesPythonML infrastructure
Soft Skills
customer-facingtechnical communicationproblem-solvingcollaborationstrategic thinkingtechnical leadershipadaptabilityrelationship managementpresentation skillsbusiness acumen