Customer Success Engineer

About the role

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. 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 blends 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.

Responsibilities

• 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.
  • Assist in tradeshows or events as a customer-facing, technical reference for SynaptiQ.

Requirements

We are looking for someone with exceptional personal attributes, strong soft skills—including empathy, patience, excellent listening skills, and the ability to remain calm under pressure. Someone who has a proactive, solution-oriented attitude with a strong get-things-done mentality. Our ideal candidate comes with:

• Minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment.
• A bachelor’s degree in a technical field (computer science, engineering, data, or similar) or equivalent practical experience.
• Familiarity with SaaS or asset performance management platforms.
• Proven track record of managing customer relationships and driving customer success.
• Strong analytical skills with a focus on KPIs and customer metrics.
• Strong project management skills.
• A commercial mindset, balanced with the ability to manage hands-on work and strategic projects.
• Legal authorization to work in the United States without requiring visa sponsorship.

Our office is based in Durham and presence is required 3 days a week.

Preferred Qualifications

• Experience in the energy industry — particularly solar, wind, or storage — is highly advantageous.
• Exposure to technical or data-oriented products and the ability to speak credibly with technical stakeholders.
• Proficiency in CRM or customer success software such as Salesforce, HubSpot, or Gainsight.

Benefits

• Unlimited PTO.
• Health plan (United Healthcare) for employee and family: employee contribution ranging between 15% and 30%, depending on chosen plan.
• Optional dental and vision insurance (50% coverage by employer).
• Life insurance.
• 401(k): employer matches employee contributions with 100% up to a 4% (of the salary) threshold, and another 50% between 4% and 6%.
• $60 monthly phone allowance.