Solutions Engineer

Tensec; San Francisco (CA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Tensec is looking for a Solutions Engineer on the Customer Success team, responsible for guiding customers from the first project through ongoing partnership. You will manage customer relationships, ensuring smooth onboarding and project execution with a focus on long-term customer success.

Your duties include leading onboarding, coordinating support, and acting as the voice of the customer internally. This role requires strong project management skills and the ability to communicate effectively across various stakeholders.

Qualifications

• Organized, responsive, and relentless about follow-through.
• Ability to build relationships easily across diverse stakeholders.
• Comfortable creating clear written updates and presentations.

Responsibilities

• Lead onboarding and kickoffs for new customers on Mach9.
• Manage project execution and coordinate support efforts.
• Serve as the voice of the customer and collect feedback.

Skills

Project management instincts

Relationship building

Clear communication

Technical and non-technical communication

Organizational skills

Comfort with Google Workspace

Experience with AI automation

Tools

Google Workspace

Notion

Job description

The role

Join us 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.