Customer Success Solutions Engineer

Company: TermScout

Location: Remote – India Only

Engagement Type: Full-time Contractor

Working Hours: U.S. Central Business Hours

Start Date: As Soon As Possible

About TermScout

TermScout helps businesses understand contract terms through contract intelligence, benchmarking, and certification.

We’re looking for a hands-on Customer Success Solutions Engineer who enjoys helping customers, learning technical products, testing features, and turning customer feedback into useful improvements.

You’ll report to our Customer Success Lead and work closely with Product, Engineering, Analysts, Sales, and Marketing. This is an individual contributor role with broad responsibilities and room to grow.

What You'll Do

- Help customers get started and use our products successfully. Run onboarding sessions, product walkthroughs, training, and ongoing support.
- Monitor product usage and account health. Identify adoption barriers and retention risks, follow up proactively, and support renewals and expansion opportunities.
- Manage customer conversations, onboarding campaigns, audience groups, and product announcements in Intercom. Work with Engineering to check message triggers, targeting, and reporting.
- Create clear release notes, help articles, FAQs, screenshots, and short demo videos. Coordinate review and publication, and keep materials current as the product changes.
- Test complete customer workflows, including new features, reports, and exports. Document issues with steps to reproduce them, expected and actual results, and customer impact. Track issues, verify fixes,



and keep customers and teammates informed.
- Speak with customers before and after releases. Gather feedback, understand their needs, support pilots, and turn findings into practical recommendations for Product and Engineering.
- Join sales and customer calls to demonstrate products, answer technical questions, and help customers evaluate relevant uses.
- Keep customer records and issue logs accurate. Share daily progress updates, flag blockers early, and follow work through completion.

What We're Looking For
- Experience in customer success, technical support, onboarding, implementation, product enablement, or a similar role, ideally with a software company.
- Strong written and spoken English, with the ability to explain technical information clearly and professionally.
- Technical curiosity and confidence learning a data-focused product, investigating problems, and working with engineers and subject-matter experts.
- Experience with customer communication, CRM, ticketing, or documentation tools. Familiarity with Intercom, Jira, HubSpot, and Loom is helpful but not mandatory; you should be ready to learn the tools we use.
- Strong organization, judgment, and follow-through. You can prioritize customer needs, take initiative,



and keep others informed without repeated reminders.
- Comfort moving between customer calls, product testing, documentation, and sales support as priorities change.
- Based in India and available for full-time collaboration during U.S. Central business hours, with a reliable computer, internet connection, and qualified setup for video calls.

What Success Looks Like Customers receive timely help and make progress using the product. Issues are clearly documented and followed through to resolution. Release materials are accurate and useful. Customer feedback leads to actionable recommendations. You steadily build product expertise and take ownership of agreed goals.

We’ll establish a 30-, 60-, and 90-day plan. Compensation increases depend on performance, learning, contribution, and business needs and remain at the Company's discretion.

How to Apply

Please complete our application form using the link below:

https://forms.gle/VqKs4PBVequYwUF97

As part of your application, please provide:

- Your updated CV/resume.
- Your expected monthly compensation in USD.
- Your earliest available start date.
- Your availability during U.S. Central business hours.
- A brief example of a customer or product problem you personally handled from discovery through resolution, including the outcome.
- If available, a redacted help article, demo video, release note, or bug report you created. Please remove any confidential information.

We appreciate your interest in joining TermScout and look forward to reviewing your application!

📌 Customer Success Solutions Engineer (India)
🏢 TermScout
📍 India