Customer Solutions Engineer

Job DescriptionCustomer Solutions Engineer (Remote) Role details Salary: $110K - $180KRemote work policy: For remote, if candidates are located within ~2 hours of SF (San Jose, Sacramento, etc.), they do not qualify for remote and will be asked to relocate.Full-time positionLocation: New York, San Francisco, South Bay Area, Los Angeles, Boston, Seattle, Texas, Chicago, Washington DC, Denver, Florida, Minnesota, SacramentoEquity: 0.01% - 0.10%Visa sponsorship details: Open to visa transfers (e.g. OPT, H1B transfers)Additional visa sponsorship detailsVisa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!Hiring Count: Looking to hire 8 - 10 candidates for this role About this roleWe’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 us, 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. ResponsibilitiesCustomer Discovery - work with Sales to qualify opportunities, acting as a technical expert:Lead discovery and product demos with prospects; guide them through how we workAnswer technical questions and position our product in the context of their systemsQualify fit, identify blockers, and advise on implementation detailsCreate 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 1:1Be their primary point of contact and assume full accountability for their onboardingUnderstand their goals and configure our product to meet their specific needsTrain them on how to use our software product (e.g. integrate their data, perform common actions, handle edge cases)Create and maintain comprehensive docs for implementation best practices and FAQsBuild strong customer relationships and long-term loyaltyIdentify 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 stepsTroubleshoot issues that arise, working with our product and engineering teams if new features are neededProactively identify and escalate implementation risks; work with cofounders to solve themIdentify feedback, requests, and weak areas of our product; share with our team to drive our product roadmapWork 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 onboardingCreate a standardized and scalable process that works for hundreds of customersCreate customer education materials (e.g. demo videos) to reduce manual effort required by usWork with product/engineering to build features that improve customer onboardingsDefine + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines. Requirements DealbreakerSeniorityMust have: 1+ years of experience at a VC-backed startup (earlier stage the better) OR otherwise elite company Work experienceMust have: Experience in a customer-facing role, like customer success, customer success engineer, integration implementation, implementation manager, implementation specialist, custom solutions, ERP integrations, etc. OR in operations / business operations at a VC-backed startup. EducationMust have: 4 year Bachelor's degree at a decent U.S./Canada school Hard skillsMust have: Able to debug/troubleshoot methodically OR aptitude / ability to learn technical concepts Soft skillsMust have: Confident speakers to engage and effectively navigate strong-willed customers and complex situations. BaselineSeniorityRequired: 3 - 7 years of experience in a customer-facing role, like customer success, customer success engineer, integration implementation, implementation manager, implementation specialist, custom solutions, ERP integrations, etc. OR in operations / business operations at a VC-backed startup. Work experienceRequired: Previous startup experience OR explicit interest in joining an early-stage startup Soft skillsRequired: Strong project management and organization skills; process-oriented, able to manage many implementations (e.g. 30+) at once. Nice-to-haveWork experienceHands-on experience demoing SaaS software to potential customersFamiliarity with the construction industry.Experience with accounting concepts.Hands-on experience with b2b SaaS software implementations. This should be recent! EducationTop 30 US/Canada undergrad school is a major plusTechnical (i.e. CS) degree is a huge plus Hard skillsProficiency with SQL or JSON MiscellaneousSerious athlete / sports background Fill in the form, we will contact you...