Customer Success Engineer

HightouchHightouch·Remote(Remote (North America))
Customer Success
Excel

WFA Digital Insight

As the demand for AI-powered marketing solutions grows, companies like Hightouch are at the forefront of this shift. With a 25% increase in AI adoption expected by 2027, professionals with technical and customer-facing skills are in high demand. Hightouch's Customer Success Engineer role offers a unique opportunity to work with a range of tools and technologies, from API documentation to cloud data warehouses. To succeed, candidates will need strong technical skills, excellent communication abilities, and a willingness to adapt to a rapidly changing environment. With the right skills and mindset, this role can be a launching pad for a successful career in the tech industry.

Job Description

About the Role

The Customer Success Engineer role at Hightouch is a demanding yet rewarding position that requires a unique blend of technical and customer-facing skills. As a key member of the customer success team, you will work directly with customers to ensure they get the most value from the platform. This may involve answering technical questions, providing support via phone, email, or Intercom, and collaborating with cross-functional teams to resolve issues.

The role is designed to provide broad exposure across the organization, including tight collaboration with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations. This is an ideal opportunity for strong team players who want to have a significant impact on the company and its customers.

Hightouch is a rapidly growing company that is pushing the boundaries of AI-powered marketing solutions. As a Customer Success Engineer, you will be at the forefront of this growth, working with a range of tools and technologies to drive customer success.

What You Will Do

  • Provide technical support to customers via phone, email, or Intercom
  • Collaborate with cross-functional teams to resolve customer issues
  • Develop and maintain technical documentation to support customer onboarding and success
  • Work with customers to understand their technical requirements and develop solutions to meet their needs
  • Collaborate with the sales team to identify and pursue new business opportunities
  • Develop and deliver training sessions to customers on the use of the platform
  • Stay up-to-date with the latest developments in AI-powered marketing solutions and apply this knowledge to drive customer success
  • Identify and escalate technical issues to the engineering team
  • Develop and maintain relationships with key customer stakeholders

What We Are Looking For

  • 2+ years of experience in a customer-facing role, preferably in a technical or software-related field
  • Technical background either through experience or education
  • Conversant in SQL or willing to learn the basics and 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
  • Experience with API documentation and SaaS tools

Nice to Have

  • Experience with cloud data warehouses such as Snowflake or Databricks
  • Knowledge of AI-powered marketing solutions and their applications
  • Experience with customer success platforms and tools
  • Certification in a related field, such as sales or marketing

Benefits and Perks

  • Competitive salary and benefits package
  • Meaningful equity compensation in the form of ISO options
  • Early exercise and 10-year post-termination exercise window
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
  • Flexible working hours and remote work options
  • Access to the latest tools and technologies in the industry
  • Recognition and reward for outstanding performance

How to Stand Out

  • Be prepared to provide specific examples of your technical and customer-facing experience.
  • Develop a strong understanding of AI-powered marketing solutions and their applications.
  • Practice your communication skills, including verbal and written communication.
  • Be prepared to learn and adapt to new tools and technologies.
  • Show a willingness to collaborate and work with cross-functional teams.
  • Highlight your problem-solving skills and ability to think critically.
  • Be prepared to discuss your experience with API documentation and SaaS tools.

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