Customer Success Engineer

Who You Are

• Hightly ambitious, with a strong desire to help scale the company and grow alongside it.
• Passionate about delivering exceptional customer service and building strong relationships with dealership personnel.
• Strong ability to relate to dealership operators and understand the challenges of a fast-paced retail automotive environment.
• Strong written and verbal communication skills, with the ability to engage effectively across teams and stakeholders.
• Friendly with key SaaS performance metrics, including acceptance rate, retention, MRR, and churn.
• Tech-savvy and comfortable working with data, dashboards, APIs, and system integrations — not an engineer, but a credible technical partner.
• Comfortable leveraging LLM-powered tools to enhance analysis, dashboards, automation, and reporting workflows.
• Curious about the automotive industry, including dealer operations, vehicle ordering, allocation, and volume planning processes.

What You Bring to the Team

• 2 – 5 years of experience in customer success, sales engineering, solutions consulting, account management, or technical SaaS support – including time owning accounts end-to-end from pre-sales through renewal.
• Experience acting as the technical subject-matter expert in pre-sales cycles – scoping calls, solution demos, technical discovery, and partnering with AEs to win and expand accounts.
• Track record of identifying customer challenges and implementing solutions, including process and automation work.
• Proven ability to design and implement successful customer growth strategies and initiatives.
• Bonus: automotive, dealer network, or franchise experience.

Key Responsibilities

• Establish and maintain strong, long-lasting relationships with key customer stakeholders — from first conversation through onboarding, ongoing operational health, and growth.
• Serve as the technical subject-matter expert in pre-sales cycles – running technical discovery, leading solution demos, scoping integrations, and partnering with sales to convert qualified opportunities.
• Run the technical discovery process to onboard new OEM/brand stores to our portfolio and automate processes to support scaling sales operations across your portfolio.
• Define and own key performance indicators (KPIs) for customer success, including retention rates, and customer satisfaction scores.
• Use analytics and data insights to monitor customer health and predict potential issues before they become critical.
• Implement systems for collecting and analyzing customer feedback to continuously refine and improve customer experience.
• Continuously identify and advance upsell and cross-sell opportunities within the existing customer base – carrying expansion ARR or net revenue retention as a named KPI alongside retention and CSAT.
• Provide feedback to the product team based on customer insights and needs, helping shape the future roadmap and feature enhancements.
• Act as the escalation point for at-risk or stalled accounts – taking ownership when frontline CS or support hasn't resolved the issue, driving the technical and relationship fix, and restoring trust.

What are the Benefits of Joining Our Team?

• Compensation: We anticipate the base salary range for this role to be $110,000–$145,000, plus equity and benefits. The final offer will be based on factors including the candidate’s experience, knowledge, skills, and abilities, as well as internal equity across our team.
• Additional Benefits: Covered premiums for health, vision, dental benefits (buy-up options available), unlimited Paid Time Off, unlimited sick leave program, paid parental leave program, 401K plans, equity.
• Operations: Remote (United States)