You're not a traditional CSM. You're a Customer Success Engineer who works at the intersection of APIs, customer outcomes, and scale — credible running demos, guiding integration and architecture decisions, and helping customers get from prototype to production. What sets you apart is the instinct to turn a one-off fix into something scalable: a playbook, an automation, a self-serve resource that solves the same problem for every customer who comes after. You've shipped something — an internal tool, an agent, a script, a pipeline, a customer-facing program — that permanently eliminated a class of problems for you, your team, or your customers
You're energized by serving a high volume of customers without dropping the quality bar. You ramp quickly on unfamiliar accounts, prioritize ruthlessly through a business-impact lens, and are comfortable working a shared, pooled book rather than a fixed set of named accounts. You have high EQ and a high learning index — you read a customer's situation fast and absorb technical and business complexity faster. You write exceptionally well, because your writing has to scale across hundreds of customers at once. And you question the status quo: the fact that we do something a certain way isn't evidence it's the best way
AI is how you work, not a tool you reach for occasionally. You've rebuilt a meaningful part of your workflow around it, and going back to the old way would feel like working with one hand tied behind your back. You'd refuse to
3–5+ years in a technical, customer-facing role — Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering — at an API-driven, developer-first, or AI company
Fluency in APIs, developer workflows, and integration patterns, enough to run demos and troubleshoot L1/L2 issues. You don't need to be a software engineer, but you must be genuinely credible in technical conversations with developers
Experience serving a high volume of customers or building scaled/tech-touch programs (digital onboarding, one-to-many campaigns, webinars, self-serve enablement, automated journeys)
Systems thinking and process orientation — you've built repeatable playbooks, templates, or automations that worked across many customers
A data-driven mindset: comfortable using product usage and customer health data to prioritize, measure, and refine your work
Excellent written and verbal communication, with the ability to create content that educates and drives action across a broad audience
In your application: tell us about something you built — a tool, agent, script, workflow, or customer program — that permanently eliminated recurring work. What it replaced, and what it's still doing today
A strong sense of ownership and comfort working both collaboratively and independently in a remote environment
Experience in a scaled, digital, or tech-touch Customer Success motion, and/or with consumption-based business models
Working fluency with automation, scripting, or agent-building (Python, TypeScript, workflow tools, agent frameworks) — enough to ship working systems
Experience with Customer Success, customer education, or marketing-automation platforms (Gainsight, Vitally, ChurnZero, or similar) and product analytics tools
Experience in AI, ML, voice AI, cloud infrastructure, or developer-first technologies
A background in Customer Education, Scaled/Digital Success, or Customer Marketing alongside technical customer-facing work
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