Customer Success Engineer London

Hightouch; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Hightouch is seeking a Customer Success Engineer to help users maximize value from the platform. You’ll answer questions via Intercom, Slack, phone, or email while reading API documentation and understanding SaaS tool ecosystems.

This role exposes you to Solutions Architects, Marketing, Engineering, and Operations to drive impact across the company and customers. The ideal candidate has 2+ years in customer-facing roles, a technical background, and proficiency in SQL and English, with French or

Qualifications

• 2+ years in a customer-facing role and strong communication skills.
• Technical background with ability to read API docs and SaaS tools.
• Proactive, curious, and able to collaborate across teams.

Responsibilities

• Work directly with users to ensure they get maximum value from the platform.
• Collaborate with Solutions Architects, Engineers, Marketing and Operations.
• Learn from others and contribute to cross-functional initiatives.

Skills

SQL basics

Interpersonal skills

English proficiency

Adaptability

Curiosity and drive

Team collaboration

Problem solving

Education

Technical degree or equivalent

Job description

About The Role

The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask. You'll work directly with all users to ensure they can get the most value from the platform. This may include answering questions in Intercom, Slack, on the phone, or through email. The nature of the work is technical and requires an understanding of how to read API documentation, how the standard suite of SaaS tools work (e.g. CRMs, ESPs, ERPs, etc...), and the basic building blocks of customers use data.

The Customer Success Engineering role is also designed to provide broad exposure across the organization, including tight collaboration with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations. The role is perfect for strong team players that want to have impact across the company and with our customers.

What You'll Do

The ideal candidate is hungry to learn, excited to cross-functionally collaborate, driven to deliver optimal customer experiences, and is excited to learn from and teach others. Hightouch is still a startup, which translates to pitching in across the organization and wearing many hats as we grow. You will be excited for an opportunity that allows you to be an important member of an exceptional company, be willing to ask questions when you're unsure, and take initiative when you're passionate about a topic/solution/process.

Finally, you'll need to be a self-starter, comfortable with ambiguity, willing to challenge the status quo, and a strong team player. Everyone at Hightouch plays an important role in our growth and this position is at the forefront of our efforts to drive an exceptional for every user. We're of the firm belief that keeping customers promises is how we'll win and we're excited for this role to play an integral part of the customer journey.

What We're Looking For

• 2+ years in a customer-facing role

• Technical background either through experience or education

• Conversant in SQL or willing to learn the basics and a few more advanced topics

• Strong discovery and interpersonal skills

• Intellectual curiosity, high ambition, and humility

• High proficiency in reading, writing, and speaking English

• Fluency in French or German an added bonus

• Ability to adapt to an ever-changing work environment

• Thorough understanding of the technology industry and its players

• Participate in an on-call rotation to provide timely support and ensure continuity for customer needs and critical issues, as required