Solutions Engineer

Mach9; San Francisco (CA); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Mach9 is seeking a Solutions Engineer to join the Customer Success team in San Francisco. In this role, you will own customer relationships post-sale, guiding clients through onboarding and project execution, ensuring their success with the Mach9 platform.

You will manage support coordination, assist in account growth, and act as the internal voice for customer feedback. Excellent communication skills and frequent traveling (~25%) are expected for this role.

Qualifications

• Strong project management instincts and organized follow-through.
• Ability to build relationships with diverse stakeholders.
• Clear communication with both technical and non-technical audiences.
• Experience with tools like Google Workspace and Notion.

Responsibilities

• Own customer relationships post-sale and manage onboarding.
• Drive project execution and coordinate support issues.
• Support account growth by identifying new projects.
• Act as the voice of the customer internally.

Skills

Project management instincts

Relationship building

Clear communication

Adaptability

Multi-tasking

Customer focus

Written communication

Familiarity with tools like Google Workspace and Notion

AI usage for workflow automation

Tools

HubSpot

SQL

Job description

The role

Join us as a Solutions Engineer on our Customer Success team and guide customers from first project to long‑term partner. You’ll own the Digital Surveyor post‑sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early member of our Customer Success organization, you’ll have the opportunity to help define the playbooks, templates, and processes that make our customers exceptionally successful and scale Mach9.

What You’ll Do

• Own customer relationships post‑sale. Be the day‑to‑day point of contact and trusted thought partner to our customers.
• Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
• Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow‑ups across customer teams.
• Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
• Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
• Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.

In a given week, you might

• Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
• Review active projects, unblock issues, and align next steps with project managers.
• Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
• Triage a support ticket, reproduce it, and coordinate an Engineering fix while keeping the customer updated.
• Travel onsite to accelerate onboarding with a production team (as needed).
• Proactively reach out to an account whose usage has dropped to re‑engage them.

You may be a right fit if you

• Have project management instincts: you’re organized, responsive, and relentless about follow‑through.
• Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
• Communicate clearly with technical and non‑technical audiences.
• Know when to solve, elevate, or reset expectations.
• Can manage multiple accounts and priorities without heavy oversight.
• Care deeply about customers succeeding on real work, not just closing tickets.
• Are comfortable creating clear written updates and presentations.
• Are comfortable with tools like Google Workspace and Notion.
• Have experience using AI to automate repetitive workflows and build practical solutions.
• Are willing to travel ~25% (approximately one week per month).

Nice to have

• Experience in AEC, surveying, infrastructure, or geospatial workflows.
• Prior Customer Success, Implementation, Solutions, or Project Management experience.
• Familiarity with HubSpot.
• SQL or basic data fluency for pulling reports and analyzing usage.