Customer Success Engineer

The Customer Success Engineer is a key member of the sales organization, aligning our observability and agentic AI technologies with the needs of our customers. We are customer-obsessed, work hard, and have a team culture that is entrepreneurial, professional, and fun. The position is a technical customer management role in which you will own the long-term relationship with our top logos. The role is hybrid (3 days from the office); workdays are Monday–Friday.

Responsibilities:

• Manage strategic customers' technical touchpoints, including onboarding, enablement, workshops, and ongoing issues.
• Develop and execute strategies to increase customer value and loyalty.
• Foster strong relationships with technical stakeholders, find solutions to their challenges, and assist them with implementation.
• Execute POCs and identify opportunities for upselling or cross-selling additional products or services to customers, driving incremental revenue growth.
• Ensure a smooth onboarding process for customers, providing them with a seamless experience as they begin using Logz.io.
• Monitor adoption and usage patterns, proactively identifying any barriers and implementing strategies to address them.

What your day-to-day will look like:

• Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
• Implement automated onboarding workflows that guide new customers through the setup process step-by-step. Use various communication techniques to deliver personalized guidance and support based on the customer's specific needs and preferences.
• Maintain ongoing communications with customers, using key milestones or touchpoints in their customer journey—check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
• Develop knowledge of customers' usage patterns and behaviors to better flag instances where customers may be experiencing issues or underutilizing the product.
• Implement feedback sessions and channels to gather insights from customers about their experiences with the product or services.
• Generate personalized product recommendations for customers based on their usage history, preferences, and behavior.
• Automate and streamline repetitive tasks and processes involved in managing customers.

Requirements:

• 3+ years of experience as a customer success engineer, technical account manager, or solution engineer. Vast domain experience in any of the following areas: SaaS, cloud solutions, observability solutions, and data architecture.
• Excellent customer-facing skills: training, coaching, discussion management, conflict resolution, and the ability to creatively explain and present complex concepts in an easy-to-understand manner.
• Strong written and verbal professional communication skills in English.
• Positive, self-starter attitude, with drive and passion to go the extra mile and exceed expectations.
• BA/BSc degree in software engineering, computer science, or equivalent experience.