Customer Success Engineer

TollBit; New York (NY); Remote; USD 110,000 - 175,000; Full time

Job summary

TollBit is seeking a Customer Success Engineer to enhance customer engagement and ensure seamless onboarding. The ideal candidate will possess strong interpersonal skills, technical expertise, and a proactive approach to problem-solving. This role offers a competitive salary, equity, and the chance to work in a fast-paced, innovative environment focused on AI technology.

Benefits

Unlimited PTO

Health, Dental and Vision Insurance

Life Insurance

401K

Opportunity to work on cutting-edge technology

Collaborative and supportive work environment

Qualifications

• 5+ years of relevant work experience in technical support or customer success.
• Excellent communication and interpersonal skills.
• Experience working with publishers or websites is a plus.

Responsibilities

• Ensure smooth onboarding for customers and maximize platform value.
• Diagnose and resolve technical issues, providing tailored integration guidance.
• Define and track customer success metrics to inform decision-making.

Skills

Communication

Project Management

Cross-functional Collaboration

Problem Solving

Education

Degree in Computer Science or related field

Job description

About TollBit:

We're pioneers in the AI infrastructure space, driven by a dual mission: to empower developers with cutting-edge technology to build groundbreaking AI applications and to create a thriving ecosystem where creators are compensated for their data.

The future is AI-powered interfaces, where bots and agents become the primary way we navigate and access information. TollBit is building the key infrastructure that makes this possible, ensuring that these intelligent agents pay for the content they consume - a tollbooth on the internet. Our goal is to create a thriving content & AI ecosystem.

We're a fast-paced, innovative team pushing the boundaries of what's possible and we're backed by top VCs. If you share our vision for a data-fair AI future, we invite you to join us on this exciting journey. Find us on Linkedin!

About the role:

The Customer Success Engineer is critical to shaping how we work with, learn from, and best serve our customers. Our ideal candidate has an entrepreneurial mindset, strong interpersonal skills, the ability to earn customer love, and a technical background.

As a Customer Success Engineer at TollBit, you will be the trusted tech advisor and strategic partner to our customers. You'll ensure smooth onboarding, high engagement, and long-term success by partnering with our Customer Success Manager. You will develop expertise in understanding customer needs and friction points in onboarding and work with our engineering team to build the products and features that best serve our customers' needs.

Responsibilities:

1. Customer Onboarding & Success:

• Ensure smooth onboarding for publishers and AI customers, helping them maximize the value of the TollBit platform.
• Work closely with prospects in pre-sales to assess their tech stack and recommend optimal integration approaches.
• Support the Customer Success Manager to ensure a seamless transition from signing to onboarding, aligning expectations and technical feasibility.
• Assist the Customer Success Manager in developing structured onboarding plans (in coordination with customers' goals) with clear milestones, success criteria, and timelines to ensure smooth implementation.
• Become a TollBit product expert who can recommend the right solutions/products to customers based on their needs.

Support & Troubleshooting:

• Design and implement seamless integrations with diverse customer tech stacks, including CDNs, CMS, and bespoke systems.
• Diagnose and resolve technical issues, analyzing logs, network traffic, and code to identify root causes and implement solutions.
• Communicate effectively with technical and non-technical stakeholders, translating complex concepts and providing tailored integration guidance.
• Recommend and implement optimal integration strategies based on customer needs, ensuring scalability, performance, and security.
• Take learnings from resolving customer issues and inform our approach to scaling these solutions, partnering with Engineering and Partnership teams.
• Maintain and improve help documentation and FAQs.
• Own the end-to-end post-sales experience, from onboarding and activation to ongoing engagement, renewals, and expansion—serving as the trusted advisor and primary point of contact for customers.
• Build and iterate on the Customer Success playbook, including onboarding flows, success plan templates, engagement strategies, and risk mitigation processes to drive repeatable and scalable outcomes.
• Define and track customer success metrics, including time-to-value, customer health scores, retention, and expansion—creating internal reporting dashboards to inform decision-making and highlight risks and wins.

Metrics & Reporting:

• Help to support & improve the metrics we use to define customer success.

You may be a good fit if you have:

• 5+ years of relevant work experience (technical support, support engineering, engagement manager, customer success manager, etc.).
• A degree in Computer Science or a related field or prior experience in coding is preferred.
• Excellent communication, presentation, and interpersonal skills, especially with the ability to manage both internal and customer relationships.
• Great cross-functional collaboration and project management skills.
• An orientation towards action & solving immediate problems while keeping in mind scalability and building repeatable processes to ensure long-term success.
• Experience working with publishers or websites is a plus.

What We Offer:

• $110-175K base salary & equity.
• Benefits:
• Unlimited PTO
• Health, Dental and Vision Insurance
• Life Insurance
• 401K
• The opportunity to work on cutting-edge technology and make a real impact.
• A fast-paced, collaborative, and supportive work environment.
• The chance to be part of a mission-driven team and shape the future of AI.
• Remote friendly