Customer Success Engineer Manager

• Own day-to-day customer relationships post-implementation serving as the primary point of contact for a growing book of accounts
  

• Monitor customer usage performance and health signals proactively to identify churn risk and intervene before issues escalate
  

• Resolve technical inquiries and configuration questions independently escalating to engineering for anything outside your scope
  

• Drive upsell and expansion opportunities by identifying new use cases and products that fit each customers needs
  

• Support ongoing AI agent optimization through configuration adjustments and prompt-level changes to improve customer outcomes
  

• Manage smooth handoffs from the forward-deployed engineering team maintaining or improving customer satisfaction through the transition
  

Must-Have

1. Background in technical customer success solutions engineering or a closely adjacent role where you regularly speak the technical language with engineering and product teams
   

2. Demonstrated ability to manage multiple accounts simultaneously with strong written and verbal communication and high responsiveness
   

3. Commercial mindset with experience identifying and executing on upsell or expansion opportunities within an existing customer base
   

4. Comfort troubleshooting technical issues adjusting configurations and escalating complex problems to an engineering team with clear precise context
   

5. Based in New York City and able to work in-person
   

Nice-to-Have

• Prior experience at an AI SaaS or automation startup where the product required hands-on customer enablement
  

• Familiarity with AI agents prompt engineering or workflow automation at a level that lets you tune configurations without engineering support
  

• Experience owning a book of accounts at an early-stage company with little process or playbook in place
  

• 
  0.03% to 0.10% equity
• Commission on upsells and retention bonuses