Customer Success Engineer

Customer Success Engineer

As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement.

This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value.

Account Management

• Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from SynaptiQ.
• Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals.
• Identify opportunities for upselling and cross-selling that deepen customer engagement and value.
• Define and report on success metrics for each account including customer satisfaction scores, retention rates, and revenue generated from expansion.

Issue and Opportunity Detection

• Continuously monitor customer health metrics to identify critical patterns and trends.
• Proactively address potential issues before they escalate, and surface opportunities for further engagement and improvement.

Client Onboarding

• Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer.
• Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.

Training and Enablement

• Conduct comprehensive training sessions (online or on site at the clients') and webinars so clients become proficient with the SynaptiQ platform.
• Develop user guides and training materials tailored to client needs.
• Foster customer advocacy by creating case studies and testimonials and facilitating customer references that highlight the success and value of the platform.

Collaboration and Continuous Improvement

• Work collaboratively within the Customer Success team and across Presales, Support, and Development.
• Contribute to the ongoing growth and improvement of the platform and services by channeling real customer insight back into the organization.
• Assist in tradeshows as a customer-facing technical reference for SynaptiQ.