Founding Customer Success Engineer

CollectWise; New York (NY); On-site; USD 130,000 - 180,000; Full time

Job summary

CollectWise is seeking a Founding Customer Success Engineer in New York to own customer relationships after launch, ensuring customers are successful with our AI-driven debt-collection platform.

You will bridge customer success, engineering, and operations, troubleshooting issues, optimizing AI agents, supporting implementations, and driving account expansion while maintaining high customer satisfaction.

Qualifications

• 3+ years of experience in technical customer success, solutions engineering, sales engineering, or similar roles.
• Excellent written communication skills with high responsiveness.
• Strong technical background with experience writing and debugging code and working with APIs, integrations, and data flows.
• Strong verbal communication and relationship-building skills.
• Strong attention to detail and ability to manage multiple issues and priorities.
• Highly proactive with strong ownership.
• Commercial mindset with ability to identify upsell opportunities.

Responsibilities

• Own day-to-day customer relationships after go-live.
• Troubleshoot and resolve technical issues by adjusting configurations and shipping code when appropriate.
• Monitor usage, performance and trends to improve results and adoption.
• Continuously optimize AI agents and workflows through prompt engineering.
• Upsell customers on additional products and increased usage to expand revenue.
• Proactively engage customers to reduce churn.

Skills

Technical CS

Code writing

API experience

Customer relationships

Upsell mindset

Communication skills

Tools

Git

Job description

CollectWise is a fast growing and well funded Y Combinator-backed startup. We’re using generative AI to automate debt collection, a $35B market in the US alone. Our AI agents are already outperforming human collectors by 2X, and we’re doing so at a fraction of the cost.

With a small team, we scaled to a $3M annualized revenue run rate in just over a year, and we’re now hiring a Founding Customer Success Engineer to help us reach $10M+ over the next year.

The Role

We’re looking for a Founding Customer Success Engineer to own customer relationships after launch and ensure customers are successful with CollectWise.

You’ll work at the intersection of customer success, engineering, and operations, managing customer communication, resolving technical issues, optimizing AI agents, supporting implementations, and identifying opportunities to expand accounts.

This is a highly hands-on role. You should be comfortable working directly with customers, troubleshooting technical problems, working with code when needed, and collaborating with engineering on more complex issues.

Your success will be measured by customer satisfaction, retention, product usage, account expansion, and customer performance.

Responsibilities

• Own day-to-day customer relationships after customers have gone live
• Troubleshoot and resolve technical customer issues by adjusting configurations, shipping code when appropriate, and escalating to engineering when necessary
• Monitor customer usage, performance, and trends to identify opportunities to improve results and increase adoption
• Continuously optimize customer AI agents and workflows through prompt engineering
• Upsell customers on additional products, use cases, and increased usage to expand revenue
• Proactively engage customers when usage declines to reduce churn
• Support new implementations and product rollouts for existing customers

Desired Qualifications

• 3+ years of experience in technical customer success, solutions engineering, sales engineering, technical operations, product management, technical support, software engineering, or a similar role
• Excellent written communication skills with a high level of responsiveness
• Strong technical background with experience writing and debugging code and working with APIs, integrations, and data flows
• Strong verbal communication and relationship-building skills
• Strong attention to detail and ability to manage multiple customer issues and priorities simultaneously
• Highly proactive with a strong sense of ownership
• Commercial mindset with the ability to identify upsell and account expansion opportunities

Compensation

• $150,000 to $180,000 OTE, including a $130,000 to $160,000 base salary plus variable compensation tied to customer expansion and retention