Job Title: Scale & Optimize Customer Success Engineer (S&O; CSE) – SASE
Location: Remote
Role Overview & Mission
As a Customer Success Engineer (CSE) under the new Scale & Optimize (S&O;) delivery model, you will serve as the primary post-sales point of contact and "Technical Journey Owner" for our customers. Replacing the traditional generalist Customer Success Manager, this unique hybrid role represents a "technical-first" approach, blending the analytical rigor of Strategy & Operations (S&O;) with the hands-on execution of an engineer.
You are responsible for bridging the gap between high-level business strategy and technical execution. Your mission is to not only solve complex technical hurdles for top-tier clients but to actively build the "Value Delivery Machine"—the internal processes, health-score models, and automated workflows that ensure maximum ROI for every customer.
Core Responsibilities
1. Technical Execution
● Actively execute technical tasks, configure features, and perform independent work on the customer's behalf to accelerate their time-to-value.
● Lead targeted "Deployment Sprints" for accounts to complete configurations before shifting focus to advanced feature adoption.
● Ensure continuity post-Skilled Services (PS) by taking over "as-built" documentation and providing ongoing prescriptive guidance.
● Lead deep-dive technical working sessions and workshops tailored to customer priorities and architecture.
2. Operations & Scalability (The "S&O;" Pillar)
● System Architecture: Design and optimize the "Customer Success Stack" (CRM, Gainsight, SQL-based dashboards) to automate low-touch tasks and flag churn signals.
● Workflow Engineering: Build standardized playbooks for onboarding, migration, and expansion to ensure a world-class customer experience.
● Performance Monitoring: Define and track KPIs such as Net Retention Rate (NRR), Time-to-Value (TTV), and Product Adoption Scores.
● Account Transition: Prioritize assigned accounts, gather da
📌 Customer Success Engineer (India)
🏢 Trantor
📍 India