Customer Success Engineering Lead

Job Description

Job Description

A Customer Success Engineering Lead is a player / coach role responsible for both hands-on technical execution and team leadership within the Customer Success organization. This position combines the technical responsibilities of implementing and optimizing customer solutions with the leadership duties of managing a technical team within Customer Success. The Customer Success Engineering Lead’s Team works directly with a team of Customer Success Managers to deliver technical services to the ClearPoint customer base.

As a player / coach, the Engineering Lead spends approximately 60% of their time on individual contributor work, focusing on complex technical implementations, process optimization, and strategic customer solution design. The remaining 40% is dedicated to team management, including mentoring staff, coordinating project assignments, and ensuring consistent delivery quality across the team. The Engineering Lead also acts as the primary escalation point for technical issues and works closely with the Product and Development Teams to triage issues, share customer insights, identify feature gaps, and shape the ClearPoint Product Roadmap and customer experience.

This role bridges the gap between customer business needs and optimal ClearPoint technical solutions while building team capabilities and establishing best practices for technical customer success operations. The position requires strong technical skills, leadership capabilities, and the ability to balance individual contribution with team development responsibilities.

Responsibilities

Team Management and Development

• Lead and manage a technical team inside of Customer Success, including performance management, goal setting, and professional development
• Oversee the Support Team at ClearPoint for escalated, complex support tickets
• Establish technical standards and best practices for customer success engineering operations
• Work with Microsoft Office Suite to create templates, reports, and documentation that streamline operations
• Participate in cross-functional initiatives to improve product functionality based on customer implementation patterns
• Assign and prioritize work among team members based on skills, capacity, and project requirements
• Contribute to the execution and effectiveness of the Customer Success strategy

Technical and Customer Delivery

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Key Result Areas

Required Education and Experience

Preferred Education and Experience

Hybrid Work Breakdown

Base Salary Range

Benefits

Why Work for ClearPoint?

Eligibility Requirements

#LI-hybrid

Interested?

Please read this posting carefully, visit our website, learn about us, and then apply. To be considered, please fill out the form and attach your resume. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include : Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records. ClearPoint reserves the right to modify this policy at any time without notice.

EEO Statement

ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.

Physical Requirements

This is sedentary work requiring typing and other and repetitive motions. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for operation of a computer and for observing general surroundings and activities. The worker is not subject to adverse environmental conditions.

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