Enterprise Customer Success Engineer

Dumac Inc; New York (NY); On-site; USD 78,000 - 97,000; Full time

Benefits offered by this job

401(k) eligibility

PTO (Paid Time Off)

Job summary

DUMAC Business Systems, Inc. is seeking a Customer Success Engineer in the United States, based in New York, to drive ongoing value for enterprise customers.

You will own post-implementation relationships, guide customers through adoption, and collaborate with sales, product, and support teams to ensure successful outcomes and renewals. The role emphasizes strategic account management, technical understanding, and proactive customer advocacy.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Five or more years in Customer Success or related roles.
• Excellent written and verbal communication skills.
• Demonstrated ability to build trusted customer relationships and manage strategic accounts.
• Strong organizational and project management skills.
• Strong technical aptitude and ability to understand software, infrastructure, and integrated technology solutions.
• Experience utilizing CRM and customer management platforms.

Responsibilities

• Serve as the primary post-implementation relationship owner for assigned accounts.
• Support customers transitioning from the sales and implementation cycle into ongoing operations.
• Develop and maintain strong working relationships with customer stakeholders, operational leaders, and executive sponsors.
• Conduct regular customer meetings, business reviews, and strategic planning sessions.
• Assist customers with setting up, navigating, optimizing, and expanding utilization of DUMAC solutions and services.
• Promote the value of DUMAC products, software solutions, managed services, professional services, and strategic offerings.
• Monitor customer health, satisfaction, adoption metrics, and account activity.
• Create and maintain customer success plans that support customer business goals and technology roadmaps.
• Expand revenue potential through cross-selling and upselling of DUMAC products and services.
• Assist with customer retention initiatives, contract renewals, and account growth planning.
• Create and distribute training courses, educational materials, and customer enablement resources.
• Respond to complex technical and operational issues generated by enterprise and strategic customers.
• Coordinate customer escalations and resolution efforts with internal teams.
• Provide feedback regarding product performance, enhancement requests, and market trends.
• Maintain technical competency in DUMAC products and partner technologies.

Skills

Customer relationship building

Communication

Project management

CRM proficiency

Technical aptitude

Education

Bachelor's degree or equivalent experience

Associate degree

Tools

Microsoft Office

CRM platforms

Job description

DUMAC Business Systems, Inc. is seeking a Customer Success Engineer in the United States, based in New York, to drive ongoing value for enterprise customers.

You will own post-implementation relationships, guide customers through adoption, and collaborate with sales, product, and support teams to ensure successful outcomes and renewals. The role emphasizes strategic account management, technical understanding, and proactive customer advocacy.