Lead Customer Success Engineer

The Lead Customer Success Engineer will own the technical customer journey for an emerging AI-focused platform, helping customers successfully adopt, operationalize, and expand their use of the solution.

About the role

• Guides onboarding, deployment, configuration, and operationalization processes.
• Develops and executes customer success plans.
• Drives deep product adoption.
• Maintains customer health and addresses technical or organizational blockers.
• Builds strong customer relationships and develops internal champions.
• Partners with Product Management and Engineering teams.
• Supports pre-sales activities as a subject matter expert.
• Identifies adoption challenges and creates scalable processes, playbooks, documentation, and enablement resources.
• Acts as a technical escalation point.
• Trains internal teams, including Support and Professional Services organizations.

Responsibilities

• Serve as the primary technical advisor for enterprise customers.
• Lead customer deployments, proof-of-value engagements, and technical adoption initiatives.
• Drive deep product adoption by helping customers maximize platform capabilities, optimize workflows, and achieve measurable value.
• Monitor customer health, identify risks, and proactively address technical or organizational blockers.
• Build strong customer relationships and develop internal champions who can advocate for the solution.
• Partner with Product Management and Engineering teams by validating new features, conducting customer testing, and providing actionable feedback from the field.
• Support pre-sales activities as a subject matter expert.
• Identify adoption challenges and create scalable processes, playbooks, documentation, and enablement resources to support future growth.
• Act as a technical escalation point, providing guidance on product capabilities, best practices, limitations, and customer-specific solutions.
• Train internal teams, including Support and Professional Services organizations, to improve customer onboarding and operational readiness.

Requirements

• Experienced customer success or sales engineering professional with strong technical expertise in AI technologies, cloud platforms, and enterprise SaaS solutions.
• Experience working with early-stage products, incubation environments, or rapidly evolving technology solutions.
• Strong understanding of large language models, agentic AI technologies, AI agent frameworks, and AI governance concepts.
• Hands-on experience with AI frameworks and platforms such as LangChain, n8n, Replit, Microsoft Copilot Studio, Azure AI Foundry, Amazon Bedrock, or Google Gemini.
• Familiarity with AI gateways, including solutions such as LiteLLM, Kong, or Portkey.
• Knowledge of MCP servers and MCP gateways.
• Experience with at least one major cloud platform, including AWS, Azure, or Google Cloud Platform, with understanding of networking and access management.
• Familiarity with AI governance and security solutions, including cloud-based governance frameworks and AI guardrails.
• Proven ability to manage enterprise customers and build trusted relationships from technical teams to executive stakeholders.
• Strong understanding of go-to-market strategies and the ability to identify opportunities for customer expansion.
• Excellent technical documentation skills, with experience creating customer-facing guides, internal resources, and training materials.
• Strong project management, communication, and collaboration skills with the ability to work across Product, Engineering, Sales, and Support teams.
• Entrepreneurial mindset with strong ownership, adaptability, initiative, and a hands-on approach to solving complex challenges.

Benefits

• Remote work opportunity with flexibility across the United States.
• Competitive compensation package.
• Opportunity to work on innovative AI security and governance technologies.
• Professional development opportunities and continuous learning support.
• Collaborative environment with exposure to cross-functional teams and emerging technology initiatives.
• Opportunity to influence product strategy and customer success programs at scale.
• Inclusive workplace culture focused on belonging, growth, and equal opportunity.
• Access to resources and support designed to help employees succeed professionally and personally.