Customer Success Engineer
Customer Success Engineer
As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement.
This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value.
Account Management
- Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from SynaptiQ.
- Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals.
- Identify opportunities for upselling and cross-selling that deepen customer engagement and value.
- Define and report on success metrics for each account — including customer satisfaction scores, retention rates, and revenue generated from expansion.
Issue and Opportunity Detection
- Continuously monitor customer health metrics to identify critical patterns and trends.
- Proactively address potential issues before they escalate, and surface opportunities for further engagement and improvement.
Client Onboarding
- Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer.
- Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.
Training and Enablement
- Conduct comprehensive training sessions and webinars so clients become proficient with the SynaptiQ platform.
- Develop user guides and training materials tailored to client needs.
- Foster customer advocacy by creating case studies and testimonials and facilitating customer references that highlight the success and value of the platform.
Collaboration and Continuous Improvement
- Work collaboratively within the Customer Success team and across Presales, Support, and Development.
- Contribute to the ongoing growth and improvement of the platform and services by channeling real customer insight back into the organization.