Customer Success Engineer

3E; Durham (NC); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited PTO

Health plan

Dental and Vision insurance

Life insurance

401(k)

Job summary

3E is looking for a Customer Success Engineer to own onboarding, drive ongoing value, and coordinate with teams to deliver milestones on the SynaptiQ platform.

You will manage 5–15 mature accounts, monitor KPIs, identify risks and upsell opportunities, and work with Sales, Support, and Development to improve the product. This Durham-based role requires a technical degree and 2+ years in a customer-facing role.

Qualifications

• Minimum 2 years in a customer-facing role in a high-growth environment.
• Bachelor’s degree in a technical field (CS, engineering, data, or similar) or equivalent practical experience.
• Familiarity with SaaS platforms or asset performance management products.
• Proven track record of managing customer relationships and driving customer success.”
• Strong analytical skills with a focus on KPIs and customer metrics.
• Commercial mindset with hands-on and strategic project experience.
• Legal authorization to work in the United States; Durham office presence required 3 days a week.
• Energy industry experience (solar, wind, storage) is a plus.
• Experience with CRM or customer success software (Salesforce, HubSpot, Gainsight).

Responsibilities

• Manage 5 to 15 mature customer accounts simultaneously and monitor KPIs.
• Maintain long-term relationships and align services with client goals.
• Identify upsell/cross-sell opportunities and report on success metrics.
• Onboard 1 to 3 projects at a time and ensure smooth integration to SynaptiQ.
• Conduct training sessions and develop user guides for clients.
• Collaborate with internal teams to drive platform improvements.
• Represent the voice of the customer in cross-functional efforts.

Skills

Customer-facing

Project management

Analytical skills

Strong communication

Startup environment

Education

Bachelor's degree in a technical field

Tools

Salesforce

HubSpot

Gainsight

Job description

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.

What you will be doing:

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 escalation, 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 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 or events as a customer-facing, technical reference for SynaptiQ.

We are looking for someone with exceptional personal attributes, strong soft skills- including empathy, patience, excellent listening skills, and the ability to remain calm under pressure. Someone who has a proactive, solution-oriented attitude with a strong get-things-done mentality. Our US operations are still young, so someone who is keen on working in a start up environment (even though 3E has been around for 27 years) and helping us shape the organisation and this role further would fit right in.

Furthermore, our ideal candidate comes with:

• Minimum 2 years of experience in a customer-facing role, ideally in a high-growth environment.
• A bachelor’s degree in a technical field (computer science, engineering, data, or similar) or equivalent practical experience
• Familiarity with SaaS or asset performance management platforms.
• Proven track record of managing customer relationships and driving customer success.
• Strong analytical skills with a focus on KPIs and customer metrics.
• A commercial mindset, balanced with the ability to manage hands-on work and strategic projects.
• Legal authorization to work in the United States without requiring visa sponsorship. Our office is based in Durham and presence is required 3 days a week.
• Experience in the energy industry - particularly solar, wind, or storage - is highly advantageous.
• Exposure to technical or data-oriented products and the ability to speak credibly with technical stakeholders.
• Proficiency in CRM or customer success software such as Salesforce, HubSpot, or Gainsight.

In addition to joining a fast-growing international company that promotes a stimulating atmosphere in a highly motivated group of people, 3E offers a unique opportunity to further develop yourself in a company with an ambitious growth plan, delivering innovative services.

In this role, you'll be the voice of the customer inside a company building the platform that keeps renewable assets performing. Your accounts will span real operating solar, wind, and storage portfolios, and your work directly shapes whether clients renew, expand, and champion us. If you thrive on owning relationships, turning data into action, and being the person clients trust to get things done, this is that seat.

For this payroll position based out of our Durham office we offer:

• A base salary in line with your experience. There is no variable salary for this role.
• Unlimited PTO
• Health plan (United Healthcare) for employee and family: employee contribution ranging between 15% and 30%, depending on chosen plan
• Optional dental and vision insurance (50% coverage by employer
• Life insurance
• 401(k): employer matches employee contributions with 100% up to a 4% (of the salary) treshold, and another 50% between 4% and 6%