Customer Success Engineer
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Job Description
Customer Success Engineer at AutoIntel improving automotive retail through predictive analytics and strong client relationships. Engaging with customers, providing technical expertise, and driving business growth in a fast-paced environment.
Responsibilities:
- Establish and maintain strong, long-lasting relationships with key customer stakeholders — from first conversation through onboarding, ongoing operational health, and growth.
- Serve as the technical subject-matter expert in pre-sales cycles – running technical discovery, leading solution demos, scoping integrations, and partnering with sales to convert qualified opportunities.
- Run the technical discovery process to onboard new OEM/brand stores to our portfolio and automate processes to support scaling sales operations across your portfolio.
- Define and own key performance indicators (KPIs) for customer success, including retention rates, and customer satisfaction scores.
- Use analytics and data insights to monitor customer health and predict potential issues before they become critical.
- Implement systems for collecting and analyzing customer feedback to continuously refine and improve customer experience.
- Continuously identify and advance upsell and cross-sell opportunities within the existing customer base – carrying expansion ARR or net revenue retention as a named KPI alongside retention and CSAT.
- Provide feedback to the product team based on customer insights and needs, helping shape the future roadmap and feature enhancements.
- Act as the escalation point for at-risk or stalled accounts – taking ownership when frontline CS or support hasn't resolved the issue, driving the technical and relationship fix, and restoring trust.
Requirements:
- 2 – 5 years of experience in customer success, sales engineering, solutions consulting, account management, or technical SaaS support
- Experience acting as the technical subject-matter expert in pre-sales cycles – scoping calls, solution demos, technical discovery, and partnering with AEs to win and expand accounts
- Track record of identifying customer challenges and implementing solutions, including process and automation work
- Proven ability to design and implement successful customer growth strategies and initiatives
- Bonus: automotive, dealer network, or franchise experience.
Benefits:
- Covered premiums for health, vision, dental benefits (buy-up options available)
- Unlimited Paid Time Off
- Unlimited sick leave program
- Paid parental leave program
- 401K plans
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