Senior Customer Success Engineer

Location: New York, NY

Work Model: Hybrid

Industry: Education technology

Compensation: $140K-$160K base, $160K-$180K OTE

About the Company

Our partner is a venture-backed education technology company bringing AI into K-12 classrooms. They are the only technical founding team among the AI-native companies in their category, and they are working toward replacing the incumbent learning management systems that schools have used for a decade without meaningful innovation. They serve several hundred school accounts and are expanding upmarket and internationally.

The Opportunity

This is a senior, builder-first Customer Success role. Their team believes 80 to 85 percent of the customer success function can be automated, and this hire is the person who designs and builds that system. Some workflows are well along and most are early, so there is real room to set the architecture. You will own the function's operating system and be measured on organization-level net revenue retention rather than on traditional account-by-account metrics.

You will work alongside a strategic customer success manager who owns high-touch relationships and a customer success engineer who handles day-to-day requests, and you will report to the go-to-market chief of staff. The customers are teachers and school leaders, so the work rewards people who can build sophisticated systems and still communicate in a plain, human way.

Responsibilities

Design and build the automated workflows, campaigns and systems that run customer success

Own the customer success function's tooling and process end to end

Drive organization-level net revenue retention through what you build

Support onboarding, renewals and professional development sessions for school customers

Turn signals from customer conversations and product usage into automated next steps

Partner with the rest of the customer success team and bring feedback to product

Requirements

2+ years of experience, including hands-on experience building automations, workflows or internal systems

Working knowledge of how a customer success function operates, including onboarding, renewals and the customer lifecycle

Experience at an early-stage startup; experience as a founding or early customer success hire is strongly preferred

Strong presentation and communication skills, with the ability to adapt your style to educators

A builder's mindset and the drive to automate manual work

Comfort owning a function and being measured on its results

A technical or computer science background is helpful but not required