Customer Success Engineer

As a Customer Success Engineer at vCluster, you aren't just managing accounts — you are the primary architect of customer outcomes after the deal closes. Sitting at the intersection of technical depth and customer strategy, you ensure our customers — from hyper-growth AI Clouds to Global Fortune 500 enterprises — realize the full value of their investment and keep expanding it. You are not a reactive support resource. You are a proactive partner who drives adoption, identifies expansion opportunities, and spots churn before it becomes visible. You build deep relationships with Platform Engineering leaders, DevOps teams, and executive buyers alike — and you can talk credibly with all of them. Your Role and Impact: - Onboarding Ownership: Lead end-to-end customer onboardings — from the sales handoff through to project close. You coordinate architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews. You set the tone for how customers experience vCluster from day one.

• Success Planning: Build and maintain customer success plans that document business objectives, KPIs, adoption milestones, and a forward plan.

• Value Articulation: Translate platform adoption into business outcomes. You connect Tenant Cluster growth, provisioning time savings, and developer self-service enablement to the metrics your customers care about — cost efficiency, engineering velocity, risk reduction, and platform ROI.

• Proactive Engagement: Own the customer relationship cadence — regular check-ins, Quarterly Business Reviews, and Executive Business Reviews. You do not wait for the customer and you run executive reviews that reinforce strategic partnership, not just feature updates.
• Technical Credibility: Hold credible technical conversations with platform engineers, DevOps leads, and architects.

• Renewal and Expansion: Own the renewal motion for your accounts — starting 90+ days out.

• Customer Advocacy: Serve as the internal voice of your customers. You represent their feature requests, escalate blockers, and provide actionable feedback to Product and Engineering grounded in real account context — not anecdote.

• Technical Credibility: You have hands-on familiarity with Kubernetes and cloud-native technologies.

• Stakeholder Range: You can run an executive business review with a Head of Technology in the morning and troubleshoot an onboarding question with a platform engineer in the afternoon.

• Structured and Proactive: You operate with a clear framework — success plans, adoption milestones, renewal timelines — and you don't need to be reminded to use them. You identify risk before the customer tells you about it.
• Commercial Awareness: You understand what drives renewal and expansion in a SaaS or platform business.

• Experience with AI/ML infrastructure, GPU compute environments, or customers building internal developer platforms at scale.
• Background working with regulated industries — financial services, healthcare, or public sector -- where compliance and governance add complexity to technical decisions.
• Contributions to the Kubernetes or open-source ecosystem.
• Experience at a Series B-D startup where you've operated with autonomy and helped build a repeatable post-sales motion from the ground up.

Benefits

• Competitive

Salary

• Platinum-Level Insurance: Health, dental, vision, and life Insurance, including plans for you and eligible dependents (benefits vary depending on country).
• Flexible Working Schedule: You have a doctor’s appointment or need to head to the supermarket to get groceries at 2pm?

• Workplace Flexibility: We’re very flexible about where you work. We know things can change in life and we’re happy to adjust the work environment for you along the way. CULTURE & VALUES At vCluster Labs, we value and stand for: 1.

• Open Source, Open Mind: We are actively contributing to and maintaining open-source projects. Internally, we foster meritocracy — the strongest ideas win, no matter who or where they come from. 5. Build Tomorrow’s Standards, Intentionally: We don't just ship software; we define the state-of-the-art of tomorrow. We are fearless in tearing down old approaches to build something better, but we are disciplined in how we do it because we know our users rely on our technology to run mission-critical infrastructure platforms.

• Highlight concrete examples where you drove platform adoption or reduced provisioning time in past roles.
• Prepare a brief case study showing how you integrated Salesforce or Adjust into a workflow and the resulting business impact.
• Practice explaining Kubernetes concepts (RBAC, tenant isolation) in plain language for executive audiences.
• During interviews, ask about the success‑plan framework they use to demonstrate your proactive mindset.
• Negotiate for a remote‑work stipend or equipment budget if it isn’t explicitly listed.
• Watch for vague promises about “flexibility” without clear support structures; ask about onboarding resources for new hires.