Customer Solutions Engineer (San Francisco)
Agave APISan Francisco, CA, United States5 hours ago
Job type
- Full-time
Job descriptionEarly-stage, yet de-risked : we are a rare combo of being early stage (high upside) but lower risk (3XX+ paying customers, $Xm+ recurring revenue, cash-flow positive for over a year, hockey-stick growth). You get the benefits of an early stage startup without the risk you'll have at almost any other startup. You'll have a ton of impact, work directly with our customers, and get to work on interesting technical challenges you won't see at bigger companies. Although we're early stage, we've eliminated key strategic risks you'll face at other startups. Like an unproven product, lack of market validation, lack of revenue, over-reliance on VC funding, co-founder disputes. We're all young and hungry. Our team is fully in-person, tenacious, and committed - most of us moved to SF from far away (Canada, SoCal, Texas, Virginia) specifically to build Agave from the ground up. Team is technical, diverse, young : you'll work with a formidable founding team that's experienced, intense, and ambitious. We've worked together for 10 years, first at a startup that Amazon acquired, then at Amazon, and now at Agave. You'll learn a ton while having outsized ownership. You'll have a front-row seat to the good and bad of building a company from the ground up. We're also technical - all but 1 of our team (our AE!) have either majored in CS, worked as full-time devs, and / or worked in technical roles at startups and larger tech companies for 5+ years before moving into business roles at Agave. Huge opportunity without direct competition : startups are incredibly hard, so you want to join one that has a unique advantage. You don't want to spend years of your life on a company in a saturated market with tons of competition. We're seizing an opportunity that's massive (Construction is the world's third-largest industry) but also overlooked by most people in startup land. Most who can solve this problem aren't aware it exists or are too distracted by tech trends (blockchain, metaverse, LLMs, etc.) to notice. These talented folks get coaxed into building products that seem cool early on, but don't solve durable problems or aren't differentiated enough against their many competitors to be sustainable (e.g. lots of AI products), so they end-up not going anywhere or stagnating without a clear plan to grow profitably. As a result, we have a multi-year head start against potential competitors, increasing our odds of success significantly. We're also backed by world-class investors (Accel, YC) and Construction insiders (Procore and Autodesk executives, founders of the largest construction tech companies like PlanGrid). Customer Discovery - work with Sales to qualify opportunities, acting as a technical expert : Lead discovery and product demos with prospects; guide them through how Agave works Answer technical questions and position our product in the context of their systems Qualify fit, identify blockers, and advise on implementation details Create customer-facing collateral (e.g. videos, product FAQs) Maintain and update demo materials for our teams to use in pre-sales Customer Onboarding own customer onboardings end-to-end (alongside other teammates) : Lead customers from sales handoff to full implementation efficiently, working with them 1 : 1 Be their primary point of contact and assume full accountability for their onboarding Understand their goals and configure our product to meet their specific needs Train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases) Create and maintain comprehensive docs for implementation best practices and FAQs Build strong customer relationships and long-term loyalty Identify churn risks and upsell opportunities Project Management project-manage each customer's implementation; manage many at once : Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps Troubleshoot issues that arise, working with our product and engineering teams if new features are needed Proactively identify and escalate implementation risks; work with cofounders to solve them Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems Process Improvement - build tooling, templates, and automation to scale onboarding across hundreds of customers : Understand the variations in our current processes and key gaps that hinder onboarding Create a standardized and scalable process that works for hundreds of customers Create customer education materials (e.g. demo videos) to reduce manual effort required by us Work with product / engineering to build features that improve customer onboardings Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines Must have : 2+ years of experience overall 2+ years of experience at a software company; ideally a fast-growing SaaS startup (earlier stage the better) 1+ year of experience in a customer-facing role, such as customer onboarding or solutions engineering Nice to have : Hands-on experience with b2b SaaS software implementations Hands-on experience demoing SaaS software to potential customers Familiarity with the
Customer Solutions Engineer
Note : this job title was recently changed from Implementation Project Manager.
We're hiring a smart generalist to become an expert on our product and lead both sales demos and customer implementations. You'll guide customers through their journey with Agave, from technical sales support to hands-on onboarding, project management, and customer success. This is a unique opportunity to learn a complex b2b product in great depth, build long-term customer relationships, contribute to sales processes, work closely with our engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to our co-founder / CEO.
Why Are We Hiring This Role?
- We grew our customer count 18x YoY. We're closing and onboarding 5-8 new customers per week. We simply can't manage this pace going forward with our current headcount.
- By hiring a dedicated person in this role, we will expand our capacity to run more sales demos and onboard more customers in a shorter period. This will enable us to sign more customers faster and release a constraint holding us back from hitting our aggressive growth goals this year.
- You will wear many hats in addition to leading customer implementations, including :
- Sales Engineer : you'll serve as the technical expert in early sales conversations leading demos with prospective customers and guiding them through how Agave will solve their specific pain points.
- Solutions Engineer : you'll understand our customer's needs and configure our tool so it integrates seamlessly with their systems of record (e.g. ERP). You'll be forced to get scrappy, creative, and technical to figure out solutions to unexpected needs and to troubleshoot quirks that arise.
- Product Manager : you'll work 1 : 1 with our customers and observe implicit and explicit feedback they provide when using our product. You'll capture that input, synthesize it, and work with our engineering team to prioritize improvements that make our implementations faster and easier.
- Customer Success : you'll build deep relationships with our customers and manage renewal cycles, expansions, and support escalations to ensure they remain happy with our product.
Why Join Us?
Responsibilities
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Engineer San Francisco • San Francisco, CA, United States
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