Senior Customer Success Engineer

About the role

We're hiring a Senior Customer Success Engineer to design and ship AI agents, automations, and internal tools to make our Customer Success team dramatically more effective through the power of AI.

Responsibilities

• Design, build, and iterate on AI agents and applications — both internal tools that automate workflows for the Customer Success team and customer-facing experiences that optimize key moments in the journey (onboarding, self-service support, proactive engagement).
• Scope and prioritize what to build — look at a messy list of requests and identify the highest-leverage opportunity rather than just building what's asked.
• Think from the customer's perspective first — whether building internal tools or customer-facing experiences, consider how real people will interact with what you build and iterate based on their feedback.
• Define success before shipping — set clear metrics, track adoption and outcomes, and use data to validate whether a tool is actually moving the needle.
• Understand the business context behind the work — reason about cost-to-serve, efficiency tradeoffs, and ROI, and use that lens to make better decisions about what to build and how.
• Own the technical decisions end-to-end — select the right LLMs, orchestration frameworks, and third-party tools for each use case, and write clean, maintainable code (leveraging AI-assisted development) that ships quickly without sacrificing reliability.
• Partner with DevOps and Security to ensure AI agents and applications are deployed reliably, meet security and compliance standards, and are built with production-grade infrastructure.
• Collaborate closely with CS leadership and frontline team members to deeply understand pain points and translate them into high-impact solutions.
• Drive adoption and scalability — run demos and training sessions to onboard users onto new tools, and establish best practices, playbooks, and documentation so solutions stick.

Requirements

• 5–8+ years software engineering background with production experience building and shipping systems.
• A proven track record of owning outcomes, not just outputs — someone who prioritizes ruthlessly, holds themselves accountable to results, and doesn't consider something shipped until it's working in the hands of users.
• Strong product instincts — comfortable looking at a messy list of requests and identifying the highest-leverage opportunity, defining what "done" means, and saying no to work that won't move the needle.
• Genuine obsession with customer experience — you think about how real people (advisors, internal teams) will interact with what you build, and you iterate based on their feedback rather than assumptions.
• Comfort reasoning about cost-to-serve, efficiency tradeoffs, and ROI — you make decisions about what to build and how based on business impact, not just technical interest.
• Strong proficiency in at least one modern language (Python preferred), comfort picking up new frameworks quickly, and fluency with AI coding assistants — using them to ship more, faster, without sacrificing reliability or code quality.
• Hands-on experience building with LLMs (OpenAI, Anthropic, Gemini, open-source), agent frameworks (LangChain, LlamaIndex, CrewAI, or similar), and a strong intuition for prompt engineering, RAG architectures, and the practical limits of AI in production — including how to evaluate tools and models on cost, latency, accuracy, and maintainability tradeoffs.
• Comfortable working with CRM platforms (we use Salesforce, including Service Cloud and Experience Cloud) or confident ramping up quickly.

Qualifications

• Self-directed and proactive — you identify opportunities, propose solutions, and drive them to completion without heavy oversight, even through initial ambiguity.

Skills

• Software Engineering
• Product Management
• Customer Success
• Artificial Intelligence
• Agile Methodologies

Benefits

• Competitive pay and equity for eligible positions.
• Premium healthcare, dental, and vision insurance plans (HMO and PPO).
• 401k savings plan with a 4% match and immediate vesting.
• 16 week paid parental leave after one year of employment.
• Professional growth and development opportunities including an employee mobility program and an annual L&D budget allocation for each employee.
• Company perks program (includes discounts on pet insurance, fitness, cell phone plans, and travel, etc.).
• Financial guidance program (includes counseling on navigating debt, tracking personal spend, saving and planning goals, home-purchasing preparedness, etc.).
• One month work from anywhere policy (with the exception of a few countries).

Pay

Total compensation includes a competitive benefits package, along with equity in the form of Stock Options (ISOs) for eligible roles. For salaried positions, a salary offer will be determined by a number of factors including experience, skill level, internal pay equity, geographic location, and other relevant business considerations. We review all employee pay and compensation programs regularly to ensure fair, equitable, and competitive pay. At Altruist we are committed to providing fair, equitable, and competitive compensation by leveraging market data to inform our pay bands. Base salaries will be reviewed at regular intervals throughout the year, typically in conjunction with performance review cycles.

Schedule

This is a hybrid role, requiring three days per week in our San Francisco, Culver City, or Dallas office.