Customer Success Engineer

Axle Labs; New York (NY); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Equity and competitive compensation

Full benefits

Unlimited time-off

Annual team offsite

Job summary

Axle Labs seeks a Customer Success Engineer to stand up and grow the customer success function. You will be the primary contact for inbound questions, the backbone for GTM operations, and the driver of turning issues into repeatable systems.

You'll debug API issues, manage multi-threaded support scenarios, and create documentation and tooling to scale the function beyond a single person. The role blends technical literacy with operational excellence in a fast-growing insurtech startup.

Qualifications

• Technically fluent enough to read API docs and debug API issues.
• Operationally sharp to manage multi-threaded customer issues.
• Able to build tools, templates, runbooks to scale the function.
• Strong written communicator to document for teams and agents.
• Experience in API-first or developer-tools is a strong plus.

Responsibilities

• Own the support inbox. Define triage, macros, and weekly themes.
• Handle technical customer support for Axle interfaces, API & MCP.
• Build out and maintain the knowledge base with troubleshooting guides.
• Run GTM operational support including client provisioning and invoicing steps.
• Build lightweight tooling and automate recurring workflows.
• Act as the voice of the customer to Product and Solutions teams.

Skills

Technical fluency

Operational discipline

Strong written communication

Systems builder

Self-starter

Tooling experience

Customer support experience

Insurance/fintech familiarity

Tools

Retool

SQL

Scripting

Job description

The multi-trillion dollar insurance industry still relies on phone calls, paper forms, and outdated systems that are slow, error-prone, and easy to fake.

That's where Axle comes in. We bridge the gap between insurance and other industries through a universal API for insurance data, enabling our clients to make business decisions in seconds instead of hours while allowing consumers to unlock their most underutilized financial asset - insurance.

About the Role

We're looking for a Customer Success Engineer to help stand up and mature our customer success function. You'll be the primary point of contact for inbound customer questions, the operational backbone for GTM, and the driver of turning issues into repeatable systems.

Our customer questions range from technical API implementation details ("why is this request returning a 401?") to strategic conversations ("how should we be using Axle to power this workflow?"). This role requires someone who is technically fluent enough to debug API issues on their own, operationally sharp enough to manage multi-threaded customer issues, and structured enough to build the tooling and docs that let this function scale beyond one person.

Why you should consider joining

• Trusted by leading Fortune 500 banks and top brands like Hertz, Avis, and Sixt - with more joining every month.

• Grown revenue 5x this year to 7-figures ARR, with growth continuing to accelerate.

• Backed by world-class investors including Google (Gradient Ventures), Y Combinator, and leaders from Plaid and Cox Automotive.

• Join a tight-knit team where everyone drives real impact we have top-tier customer and revenue metrics with half the team size of typical startups.

• Work on challenging, unsolved problems at the intersection of complex data structuring, agentic workflows, and financial risk analysis.

• We care deeply about our team and provide great compensation and equity, full benefits, unlimited time-off, and plan an annual team offsite!

We're a lean team, and our customer base is growing too fast for us to keep up. We're looking for talented team members to join our early team ahead of our next round and execute on an ambitious roadmap.

What You'll Do

• Own the support inbox. Define triage, build out macros and templates, and share a weekly summary of recurring themes.

• Handle technical customer support for Axle interfaces, including our API & MCP. Answer customer questions about authentication, request flows, error responses, and configuration. Work issues to resolution before escalating.

• Build out and maintain the knowledge base. Turn recurring questions into articles and troubleshooting guides. Update Axle's external documentation wherever you see customers repeatedly tripping on the same friction.

• Run GTM operational support. Assist the GTM team with core operations such as modifying client provisioning or adjusting invoicing, and close the loop with a clear confirmation and next steps.

• Build lightweight tooling and automate recurring workflows. Use internal tooling or guide Product team to ship automations and create documented runbooks.

• Act as the voice of the customer internally. Surface patterns to Product and Solutions teams so we keep improving what customers actually experience.

What We're Looking For

• Technically fluent – You can read API docs, reason about HTTP request/response flows, debug authentication and configuration issues, and explain a 4xx vs 5xx to a customer without escalating to engineering.

• Operationally sharp – You can run a workflow cleanly under time pressure, follow checklists tightly, and not drop the ball on the third item in a long thread.

• Strong written communicator – You can defuse a frustrated customer, explain a fix clearly, and write internal docs that team members or agents can actually follow.

• Systems builder – You instinctively turn the second time you do something into a template, the third time into a runbook, and the fourth time into a tool.

• Self-starter – Joining at the early-stage means you'll need to define the workflow before you optimize it.

• Comfortable with light tooling work – Retool, internal admin dashboards, SQL, or basic scripting. You don't need to be a software engineer, but you should be able to wire things together.

• Previous experience in support, solutions, customer success, or technical implementation at an API-first or developer-tools company is a strong plus.

• Familiarity with the insurance, fintech, lending, or mobility space is a plus, but not required.

Diversity, Equity, and Inclusion at Axle

Axle is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We believe in actively building a team rich in diverse backgrounds, experiences, and opinions to better allow our employees, products, and community to thrive.

Axle is the AI-native clearinghouse for property and casualty insurance. Our infrastructure and AI agents automate complex insurance workflows for third parties including verification, monitoring, and policy updates. Read more about our vision: https://www.axle.insure/blog/announcing-our-17-5m-series-a-led-by-base10

We are backed by leading investors including Base10, Y Combinator, and Gradient Ventures (Google's AI fund) and angels from companies like Plaid and Cox Automotive.

Our team is in-person 4 days a week in our Flatiron/NoMad office in NYC and our West Midtown office in Atlanta.