Customer Success Engineer, Scaled

Location: Western United States (PST or MST strongly preferred)

Why You’ll Love This Role

We're looking for a technically skilled and customer-focused Scaled Customer Success Engineer (CSE) to join our team. In this role, you'll be instrumental in driving product adoption and ensuring the success of our customers through a combination of tailored 1:1 engagements and scalable 1:many initiatives. You'll leverage your technical expertise to guide customers through their journey, provide best practice guidance, and contribute to the evolution of our digital enablement programs.

• Drive Customer Adoption & Enablement: Develop and deliver customized 1:1 adoption and enablement plans for customers, helping them maximize their value from our platform.
• Provide Technical Expertise & Guidance: Act as a trusted technical advisor, offering in-depth product knowledge and troubleshooting assistance to resolve complex customer issues.
• Contribute to 1:Many Initiatives: Collaborate with Customer Advocacy and CX Operations teams to contribute to and participate in 1:many content, including webinars, workshops, and educational materials, to drive broad customer understanding and adoption.
• Strategic Customer Engagement: Engage with customers on a strategic level, identifying their business needs and aligning them with our product capabilities to drive successful outcomes.
• Customer Advocacy & Feedback: Serve as a vital feedback loop, collaborating with internal teams (Product, Engineering, Sales, Marketing, CX Operations) to champion customer needs, influence product enhancements, and contribute to our digital program's content strategy.
• Data Analysis & Optimization: Utilize data to understand customer behavior, identify common pain points, and contribute insights to optimize both 1:1 and 1:many engagement strategies.
• Churn Mitigation & Growth: Proactively identify churn risks and develop strategies to retain and grow the customer base by demonstrating ongoing value.
• Process Improvement & Automation: Identify opportunities to leverage automation and other digital tools to enhance efficiency and personalize the scaled customer experience.
• Measure & Report: Track key metrics related to customer health, adoption, and engagement, reporting on the effectiveness of your efforts and continuously seeking improvements.
• We are a remote-first company and work happens across many time-zones - you may be required to occasionally perform duties outside your standard working hours.

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