Customer Success Engineer (Scaled)

Overview

Customer Success Engineer (Scaled) driving adoption, retention, and expansion for a pooled Scaled customer portfolio using a one-to-many, digital-first motion with technical enablement and proactive outreach.

What you'll do

• Own adoption, retention, and expansion across a large pooled Scaled-segment portfolio.
• Design and execute scalable customer journeys using digital onboarding and automated lifecycle touchpoints.
• Provide hands-on technical guidance for API integrations, demos, and troubleshooting L1/L2 issues for developer audiences.
• Build and maintain reusable enablement assets such as scripts, integration guides, sample code, playbooks, and micro-videos.
• Run one-to-many programs including webinars, office hours, and education campaigns.
• Monitor account health, usage, and churn-risk signals and trigger proactive outreach.
• Track and report portfolio-level KPIs like activation, adoption, usage, health, retention, and expansion.

What you'll need

• 3–5+ years in a technical customer-facing role (Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering).
• Fluency in APIs, developer workflows, and integration patterns to run demos and troubleshoot L1/L2 issues.
• Experience serving high volumes of customers or building scaled/tech-touch programs (digital onboarding, one-to-many campaigns, webinars, self-serve enablement, automated journeys).
• Systems thinking/process orientation with repeatable playbooks, templates, or automations.
• A data-driven mindset using product usage and customer health data.
• Excellent written and verbal communication to create education content that drives action.

Nice to have

• Experience with scaled, digital, or tech-touch customer success motion and/or consumption-based business models.
• Working fluency with automation/scripting/agent-building (Python, TypeScript, workflow tools, agent frameworks).
• Experience with CS/customer education/marketing-automation and product analytics tools.
• Experience in AI, ML, voice AI, cloud infrastructure, or developer-first technologies.
• Background in customer education, scaled/digital success, or customer marketing alongside technical customer-facing work.

Details

• Work is remote-friendly and includes comfort working both collaboratively and independently in a remote environment.