Customer Success Engineer San Francisco Office

Hightouch; San Francisco (CA); Remote; USD 63,000 - 81,000; Full time

Job summary

Hightouch is seeking a Customer Success Engineer who can work with users to maximize platform value through multiple channels, including Intercom, Slack, phone, and email.

The role emphasizes cross-functional collaboration with TAMs, solutions engineers, marketing, engineering, and operations, in a startup environment where team members wear multiple hats.

Qualifications

• 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.
• Excellent verbal and written communication skills.
• 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

Responsibilities

• Answer questions and support users to maximize value from the platform via Intercom, Slack, phone or email.
• Collaborate with Technical Account Managers, Solutions Engineers, Marketing, Engineering, and Operations.
• Be a proactive, cross-functional team player contributing to customer journeys and outcomes.
• Be comfortable in a startup environment and wear many hats as the company scales.

Skills

SQL

Communication

Interpersonal skills

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 Technical Account Managers, 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.

About You

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.

Requirements

• 2+ years in a customer-facing role (Note: Doesn’t necessarily need to be technical)

• 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.

• Excellent verbal and written communication skills.

• 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

The salary range for this position is 90,000- 115,000 CAD per year, which is location-independent in accordance with our remote-first policy. We also offer meaningful equity compensation.