Lead Customer Success Engineer

Другое

• New York City | $140,000 - $160,000 base + $20K target variable (with accelerators for over-performance) + equity
• Company is looking for a Lead Customer Success Engineer to build the systems behind our Customer Success function.
• We have two strong beliefs about Customer Success.
• The job is not just to make customers happy. It is to drive adoption, retention, expansion, and ultimately NRR.
• A growing customer base should not require headcount to grow at the same rate. We want to automate everything around the customer relationship that does not actually require a human. The more we can automate, the more human interaction we can have with teachers where it actually matters.
• WHAT YOU’LL OWN
• Company-wide NRR, with a target of 110%+
• Customer health, churn signals, expansion signals, and renewal forecasting
• Automated onboarding, adoption, renewal, and expansion workflows
• CS tooling, reporting, internal tools, and automations
• Systems that make the wider CS team more efficient to ensure they hit their metrics
• Technical escalations for complex customer problems
• Understanding why customers retain, expand, or churn and turning those lessons into repeatable systems
• Ensuring that other customer success team members know how to interact with and use the system
• BUILDING AT Company
• You’ll be the primary builder in CS, but not the only builder.
• You own the more complex, reusable, or function-wide systems.
• If it affects one customer, someone else can probably build it.
• If it affects multiple customers, it’s probably yours.
• The buck for Customer Success stops with you. You won’t personally do every piece of CS work, but you are accountable for whether the function works: whether customers retain, expand, get value from Company, and whether the systems around them scale.
• We care less about which tools you use than whether what you build works.
• WHAT SUCCESS LOOKS LIKE
• 110%+ NRR
• Strong GRR
• Accurate renewal forecasting
• Churn and expansion identified early
• Increasingly automated CS workflows
• More revenue supported per CS employee without customers feeling less supported
• The wider CS team becoming increasingly capable of building for themselves
• WHO YOU ARE
• You might come from Customer Success, or anywhere else which requires high ownership for commercial ownerships.
• You’re likely a fit if you:
• Have worked in a startup before, or anywhere is that is of high intensity and ambiguity.
• Have actually built technical systems. You personally have experience with tools such as Claude Code, Cursor, or anything else. You're not just ideating with someone, or writing the brief.
• Think commercially and want to be accountable for revenue outcomes
• Naturally look for things that can be automated
• Are comfortable working directly with customers when needed
• Can move between customer problems, data, workflows, and technical systems
• Prefer ownership and ambiguity over mature playbooks