AI Customer Success Engineer

About the role

Guide customers toward AI-first product management — help them see Productboard Spark not as an add-on but as a core part of how they work. Demonstrate AI-augmented workflows using the customer’s own data and show how Spark accelerates discovery, prioritization, and roadmap communication.

Responsibilities

• Manage a book of accounts — build trusted relationships with product leaders, understand their goals, and ensure each account progresses through activation to sustained adoption within allocated service hours.
• Deliver activation sprints within the standard playbook — run use case sprints guided by established best practices and templates, escalating when novel or high-risk situations arise.
• Build early AI fluency with customers — configure Spark context so it reflects the customer’s domain, coach users on effective prompting, and follow up with prompt templates and hands-on support when Spark adoption stalls after the first Sprint.
• Support the transition from activation to adoption — structure monthly touchpoints around meaningful signals (MAU Index, Spark usage depth), not vanity metrics, and identify when guidance versus additional hours versus escalation is the right call.
• Partner with Account Executives and Renewals Managers — support AE-led business reviews with product health data, Spark usage metrics, and adoption summaries. Identify expansion signals and surface them to the AE for commercial qualification.
• Contribute to internal improvement — share playbook improvements, document solutioning patterns, and support onboarding of new ASEs. Feed observations about customer friction points and process gaps back to the team.
• Feed insight into our product direction — share customer patterns and Spark adoption challenges that help Product and Enablement teams improve the platform and our delivery model.

Requirements

• Experience in customer success, solutions architecture, implementation consulting, or strategic advisory roles within B2B SaaS.
• Direct experience managing a portfolio of accounts across the post-sales lifecycle — activation, adoption, and renewal support.
• Comfortable leading conversations with Director and VP-level product leaders — skilled in objection handling and solutioning across varied customer contexts and types.
• Solid product management knowledge — familiar with discovery methods, prioritization frameworks (RICE, Value vs. Effort), OKRs, and roadmap communication. You understand the workflows Spark is designed to improve.
• 1–2 years of hands-on AI experience in a professional context — not just personal productivity, but actively using AI to deliver customer outcomes, accelerate workflows, or build AI-augmented solutions. You understand prompt engineering fundamentals, can design basic multi-step AI workflows, and have coached others on effective AI usage.
• Familiar with enterprise product management tools and integration ecosystems — Jira, Slack, Salesforce, and similar platforms.
• Strong customer-facing communication and relationship-building skills — you adapt your approach based on the audience and build trust through reliability, follow-through, and genuine curiosity about the customer’s business.
• Self-motivated and organized — you manage your book of business independently day-to-day, ask for help on the right things, and contribute positively to team culture.

Qualifications

• Experience in a high-growth or startup B2B SaaS environment.

Skills

• AI fluency and prompt design.
• Consultative solutioning.
• Translating technical capability into business outcomes.

Benefits

• Competitive compensation, stock options, company 401k.
• Budget for online courses, books, and conferences.
• Flexible PTO and paid sick days.
• Commuter Benefits.
• Volunteer Day for you to help causes close to your heart.
• Carrot Fertility Benefits.
• Free snacks, drinks, and yummy catered lunches.
• Company contribution to gym and wellness memberships.
• Flexible working hours and home office. Hybrid Schedule Mon/Tues/Thurs In Office.
• Mental Wellness Program to support your well-being and self-care.