Customer Success Engineer / Manager

Job Description: Own day-to-day customer relationships post-implementation, serving as the primary point of contact for a growing book of accountsMonitor customer usage, performance, and health signals proactively to identify churn risk and intervene before issues escalateResolve technical inquiries and configuration questions independently, escalating to engineering for anything outside your scopeDrive upsell and expansion opportunities by identifying new use cases and products that fit each customer's needsSupport ongoing AI agent optimization through configuration adjustments and prompt-level changes to improve customer outcomesManage smooth handoffs from the forward-deployed engineering team, maintaining or improving customer satisfaction through the transitionRequirementsMust-HaveBackground in technical customer success, solutions engineering, or a closely adjacent role where you regularly speak the technical language with engineering and product teamsDemonstrated ability to manage multiple accounts simultaneously with strong written and verbal communication and high responsivenessCommercial mindset with experience identifying and executing on upsell or expansion opportunities within an existing customer baseComfort troubleshooting technical issues, adjusting configurations, and escalating complex problems to an engineering team with clear, precise contextBased in New York City and able to work in-personNice-to-HavePrior experience at an AI, SaaS, or automation startup where the product required hands-on customer enablementFamiliarity with AI agents, prompt engineering, or workflow automation at a level that lets you tune configurations without engineering supportExperience owning a book of accounts at an early-stage company with little process or playbook in placeBenefits 0.03% to 0.10% equityCommission on upsells and retention bonuses