GTM Engineer: Customer Experience & Lifecycle
$136,000–$245,000 year
On-site · New York City, New York, United States or Toronto, Ontario, Canada
Job Summary
Automate research, preparation, and follow-up that surround customer conversations to free up Customer Success Managers for relationship-building; develop onboarding and adoption automation to accelerate value for new customers; create intelligent support routing, case deflection, and delivery workflow automation to reduce manual work and surface escalation risks; translate field insights into production-ready automation; partner with GTM, engineering, and IT to deliver scalable, governed agentic solutions with guardrails for cost and performance; run data-driven experiments on customer experience and post-sale workflows, and measure impact on retention and delivery metrics; bring deep GTM engineering expertise and domain knowledge of post-sale operations to inform design and implementation.
Required Qualifications
- Hands-on experience building and deploying AI-powered workflows and agentic systems in production
- Strong technical foundation for designing, troubleshooting, and shipping complex workflows
- Experience integrating across Customer Success, service systems, CSP platforms, support tooling, CRM
- Familiarity with LLMs, prompt engineering, and agent design in post-sale workflows
- Understanding of post-sale motions including healthy SR/retention metrics and renewal processes
- Ability to communicate technical topics to non-technical stakeholders and translate business requirements into technical designs
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