Technical Customer Success

• Partner directly with customers to troubleshoot technical issues related to integrations, SDK implementations, APIs, survey deployments, and platform configuration
• Lead technical onboarding and implementation support to help customers successfully roll out Sprig across their teams and workflows
• Conduct technical demos and solution consultations aligned to customer business goals and technical requirements
• Collaborate closely with Product and Engineering teams to help isolate common customer requests, test workarounds and new feature releases, and make technical documentation updates to assure customer success
• Act as a trusted advisor to customers by recommending best practices, creative solutions, and scalable workflows that maximize platform adoption and long-term success
• Partner closely with Sales and Customer Success teams to support technical evaluations, expansions, and customer growth opportunities

Customer Success Engineer

• Own adoption and success for a portfolio of Fieldguide audit customers, with accountability for usage, outcomes, and long-term retention
• Drive deep platform adoption across audit teams by actively working inside the product to configure workflows, templates, and engagement structures
• Translate audit standards, firm methodologies, and best practices into scalable, repeatable Fieldguide workflows
• Partner directly with audit teams to improve audit efficiency, consistency, and quality through better workflow design and execution
• Lead customer enablement, training, and change management to help teams move away from legacy processes
• Identify usage gaps, inefficiencies, and risk signals, and proactively recommend improvements
• Serve as a practitioner-advisor—comfortably pushing customers toward better practices when needed
• Collaborate cross-functionally with Product, Engineering, and Implementation to provide real-world audit feedback and influence roadmap priorities
• Support renewals and expansion by ensuring customers are realizing clear, provable value from the platform
• Contribute to scalable success initiatives, including playbooks, templates, enablement content, and best-practice frameworks
• Own and exceed KPIs related to adoption, retention, customer outcomes, and platform usage

Customer Success Engineer, Audit

• Act as the primary technical resource for our largest customers, providing expert guidance on the deployment, integration, and optimization of our products.
• Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals.
• Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively.
• Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction.
• Partner with clients to align Fingerprint’s roadmap with their priorities while driving broader adoption of our capabilities.
• Build and maintain strong relationships with key technical and business stakeholders within enterprise accounts, driving thought leadership and acting as a trusted advisor and strategic partner.
• Monitor and analyze customer health metrics and usage data, leveraging visualization tools to distill insights. Create reports that highlight trends, risks, and opportunities.
• Minimal travel to visit customers on site expected.

Strategic Customer Success Engineer

• Engage with customers via Zoom calls and email as a technical consultant during the post-sales journey, providing product, solution, and best-practice guidance.
• Partner with Customer Success Managers to go deep on GitLab use case implementation (for example: source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning).
• Deliver practical, customer-specific enablement through webinars, hands-on labs, office hours, and on-demand engagements in a pooled support model (not dedicated to a single account)
• Provide technical and architectural guidance that helps customers adopt GitLab capabilities and connect technical decisions to the outcomes they care about.
• Align with Account Executives and Renewals Managers to share customer-facing subject matter expertise that supports customer business objectives
• Develop and deliver workshops, demos, and other reusable enablement content in collaboration with cross-functional partners.
• Build and maintain specialty competency in one or more technologies aligned to GitLab's market focus through training, certification, and creating working examples for internal and customer use.
• Contribute to customer-facing learning resources, including GitLab documentation, YouTube content, and enablement programs such as the Digital Journey.

• Own the technical setup process for district partners — from initial rostering configuration through data validation and successful launch — ensuring teachers and school leaders can seamlessly access Brisk.
• Work with district IT teams to configure and troubleshoot SIS integrations via third-party rostering providers, ensuring student and staff data flows accurately into the platform.
• Review, clean, and validate rostering data from districts to ensure it matches the formatting and structural requirements needed for a smooth end-user experience.
• Serve as the primary technical point of contact for district IT stakeholders during implementation — investigating and resolving data issues, answering questions, and guiding them through each step of the process.
• Independently manage a high volume of concurrent implementations on tight timelines, with particular intensity during the spring and summer months as districts prepare for the new school year.
• Maintain excellent documentation and proactively update project status for internal team members across multiple implementation projects, elevating risks and proposing solutions.
• Execute strong QA processes to verify that rostering data and platform configurations are correct before teacher-facing rollout begins.
• Work closely with Account Executives, Customer Success Managers, and the customer support team — sharing progress, coordinating handoffs, and ensuring a seamless customer experience from sale through launch.

Technical Implementation Specialist

• Act as the technical delivery leader for Professional Services engagements, ensuring customer outcomes are achieved within scope, schedule, budget, and resource constraints.
• Work backwards from customer business and technical outcomes to define success criteria and delivery plans.
• Manage cross-functional delivery teams, including internal and external stakeholders, to ensure seamless execution.
• Monitor project health, identify risks, and implement mitigation strategies to ensure successful delivery.
• Serve as the primary point of contact for customers, fostering strong relationships and ensuring satisfaction.
• Partner with the account team to identify and coordinate technical pursuits, including scoping, solutioning, and estimating effort for migration programs as part of account expansion.
• Develop customer-tailored project proposals and statements of work (SOWs) that align with customer needs and Vercel’s capabilities.
• Support Vercel engineers when presenting technical solutions to customers, addressing their business and technical challenges.
• Collaborate with sales and solutions engineering teams to ensure alignment on customer requirements and proposed solutions.
• Contribute to the development of new service offerings, leveraging customer insights and industry trends as directed by the Global Head of Professional Services.
• Help mature Vercel’s Professional Services delivery capabilities by defining best practices, templates, and frameworks.
• Help drive partner attachment and engagement on shared customers.
• Mentor and guide team members to enhance their delivery expertise.
• Collaborate with internal teams to refine processes and develop tools for improved efficiency and scalability.

Senior Technical Engagement Manager

• Manage and troubleshoot operational tools and integrations incl. SSO, SFTP, SCIM workflows
• Support implementation and onboarding of new customer integrations
• Diagnose technical issues related to system access, user authentication, data flow
• Work closely with Engineering to escalate and resolve technical bugs
• Build and maintain SOPs, documentation, internal playbooks
• Identify opportunities to improve operational efficiency through automation
• Monitor operational metrics, analyze trends in operational requests

• Fully own your book of business consisting of 12-18 accounts totaling $2-5M ARR
• Build and nurture strong relationships with your accounts
• Provide advanced product-level technical expertise, leading customer onboarding and resolving technical challenges
• Build and act on account plans moving customers through each lifecycle stage
• Organize and lead value-focused executive business reviews (EBR)
• Communicate frequently with customers about new features and roadmaps
• Lead customer escalations and ensure effective resolution
• Aggregate customer product feedback and advocate for customer needs

Senior Technical Customer Success Manager

• Lead, hire, train, mentor, and develop a high-performing team
• Establish performance metrics and conduct regular 1:1s, performance reviews, and career development planning
• Own end-to-end support operations, including queue management
• Drive improvements in key support metrics such as CSAT and response times
• Act as the ultimate point of technical escalation for enterprise customers

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