Technical Customer Success

• Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding.
• Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact.
• Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans.
• Act as the voice of the customer to product and engineering teams, channeling technical requirements, gaps, and enhancement requests.
• Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers.
• Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts.
• Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

Customer Success Engineer

• Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers
• Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers
• Drive change management at the account level: diagnose why adoption stalls
• Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites
• Track adoption health across your account portfolio using platform data
• Articulate ROI in the customer’s language
• Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success
• Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap

• 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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Customer Success Engineer

Customer Success Engineer

Manager, Customer Success Engineering