Customer Success Engineer

This is a remote position.

1. Customer Onboarding & Implementation

• Lead technical onboarding sessions and guide customers through setup, configuration, and integration processes.
  

• Translate client business requirements into actionable implementation steps and conducting Product Demo.
  

• Ensure a smooth go-live by validating data, configurations, and performance expectations.
  

2. Technical Support & Troubleshooting

• Serve as the primary technical contact for assigned customers, diagnosing and resolving issues on time.
  

• Escalate complex problems to engineering while maintaining ownership of communication.
  

• Document troubleshooting steps and provide customers with best-practice guidance.
  

3. Customer Success & Relationship Management

• Build strong relationships with technical and non-technical stakeholders.
  

• Proactively monitor customer health and usage to identify risks, training needs, or opportunities for improvement.
  

• Advocate for customer needs internally and help shape product roadmap discussions.
  

4. Product Expertise & Enablement

• Maintain deep expertise in the product, including architecture, APIs, integrations, and use cases.
  

• Deliver training sessions, webinars, or documentation to help customers maximize value from the platform.
  

• Collect customer feedback and work cross-functionally with Product and Engineering to improve features.
  

5. Success Planning & Value Realization

• Develop success plans outlining goals, KPIs, and value milestones.
  

• Assist customers in aligning product usage with business outcomes.
  

• Track and report on customer ROI and adoption metrics.
  

Requirements

• Experience supporting a SaaS or enterprise software product.
  

• Familiarity with integration technologies (webhooks, SSO, OAuth, middleware tools).
  

• Experience working with CRM or support systems (Zoho Applications - Zoho CRM, Zoho Desk, Zoho Assist, Zoho Meeting, Zoho Quartz,Zoho Projects).
  

• Prior experience with customer onboarding or technical account management.
  

Soft Skills

• Customer-centric mindset with a passion for helping users succeed.
  

• Ability to manage multiple projects and prioritize effectively.
  

• Collaborative team player who works well with Sales, Engineering, and Product.
  

• Strong ownership, accountability, and follow-through.
  

Benefits