Lead Customer Success Engineer
$139,000–$170,000 year
HybridSan Mateo, California, United States
Job Summary
Conduct workflow audits, discovery sessions, and stakeholder workshops to understand customer requirements and identify improvement opportunities. Partner with Customer Success Managers to drive adoption, mitigate risks, and support revenue growth through strategic insights and AI-driven efficiency. Build scalable enablement assets like playbooks and maturity models while leading workshops that standardize engagement methodologies. Consolidate customer insights to influence product strategy and roadmap prioritization, acting as a strategic advisor on industry trends and digital workplace transformation.
Required Qualifications
- 3+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, Service Management, or related customer-facing roles
- Experience conducting workshops, process consultations, enablement sessions, and executive-level customer engagements
- Proven experience collaborating cross-functionally with Product, Engineering, Support, Sales, and Customer Success organizations
- Working knowledge of ITIL principles and service management best practices
- Strong understanding of Employee Service Management (ESM), workflow automation, operational transformation, and digital workplace processes
- Experience working with enterprise SaaS platforms related to service management, workflow orchestration, employee experience, or operational support systems
- Deep understanding of workflow optimization, automation, integrations, analytics, and AI-enabled operational experiences
- Strong analytical skills with the ability to interpret customer health indicators, adoption metrics, and operational performance trends
- Excellent communication, presentation, and stakeholder management skills with the ability to engage both technical and executive audiences
- Demonstrated ability to influence product direction through structured customer feedback and strategic insights
- Willingness to travel up to 30%, based on business needs
Desired Qualifications
- ITIL certification
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