Lead Customer Success Engineer

Accountabilities The Lead Customer Success Engineer will own the technical customer journey for an emerging AI-focused platform, helping customers successfully adopt, operationalize, and expand their use of the solution. This role requires a combination of customer advocacy, technical leadership, and cross-functional collaboration to accelerate adoption and create long-term value.

Serve as the primary technical advisor for enterprise customers, guiding onboarding, deployment, configuration, and operationalization processes.

Lead customer deployments, proof-of-value engagements, and technical adoption initiatives across complex environments.

Develop and execute customer success plans that connect technical capabilities with business objectives, AI governance strategies, security priorities, and compliance requirements.

Drive deep product adoption by helping customers maximize platform capabilities, optimize workflows, and achieve measurable value.

Monitor customer health, identify risks, and proactively address technical or organizational blockers to support retention and customer satisfaction.

Build strong customer relationships and develop internal champions who can advocate for the solution through events, case studies, and industry initiatives.

Partner with Product Management and Engineering teams by validating new features, conducting customer testing, and providing actionable feedback from the field.

Support pre-sales activities as a subject matter expert, contributing technical guidance during strategic customer engagements.

Identify adoption challenges and create scalable processes, playbooks, documentation, and enablement resources to support future growth.

Act as a technical escalation point, providing guidance on product capabilities, best practices, limitations, and customer-specific solutions.

Train internal teams, including Support and Professional Services organizations, to improve customer onboarding and operational readiness.

Requirements

The ideal candidate is an experienced customer success or sales engineering professional with strong technical expertise in AI technologies, cloud platforms, and enterprise SaaS solutions. You bring a customer-first mindset, strong communication skills, and the ability to operate effectively in an evolving product environment.

8+ years of experience in customer success, sales engineering, solutions engineering, or related technical customer-facing roles, preferably supporting security or SaaS products.

Experience working with early-stage products, incubation environments, or rapidly evolving technology solutions.

Strong understanding of large language models, agentic AI technologies, AI agent frameworks, and AI governance concepts.

Hands-on experience with AI frameworks and platforms such as LangChain, n8n, Replit, Microsoft Copilot Studio, Azure AI Foundry, Amazon Bedrock, or Google Gemini is highly valued.

Familiarity with AI gateways, including solutions such as LiteLLM, Kong, or Portkey.

Knowledge of MCP servers and MCP gateways.

Experience with at least one major cloud platform, including AWS, Azure, or Google Cloud Platform, with understanding of networking and access management.

Familiarity with AI governance and security solutions, including cloud-based governance frameworks and AI guardrails.

Proven ability to manage enterprise customers and build trusted relationships from technical teams to executive stakeholders.

Strong understanding of go-to-market strategies and the ability to identify opportunities for customer expansion.

Excellent technical documentation skills, with experience creating customer-facing guides, internal resources, and training materials.

Strong project management, communication, and collaboration skills with the ability to work across Product, Engineering, Sales, and Support teams.

Entrepreneurial mindset with strong ownership, adaptability, initiative, and a hands-on approach to solving complex challenges.

Benefits

Remote work opportunity with flexibility across the United States.

Competitive compensation package.

Opportunity to work on innovative AI security and governance technologies.

Professional development opportunities and continuous learning support.

Collaborative environment with exposure to cross-functional teams and emerging technology initiatives.

Opportunity to influence product strategy and customer success programs at scale.

Inclusive workplace culture focused on belonging, growth, and equal opportunity.

Access to resources and support designed to help employees succeed professionally and personally.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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