Customer Success Engineer

Summary

Join HashiCorp as a Customer Success Engineer (CSE) and become a product or solution subject matter expert, providing customers with deep technical guidance. You will help clear technical blockers, optimize solution design, and accelerate time-to-value for customers adopting HashiCorp tooling. Responsibilities include ensuring customer success throughout their journey, serving as a subject matter expert, understanding customer needs, and maintaining account health scores. You will partner with the sales team, work cross-functionally with internal teams, and lead account recovery actions. Domestic and occasional international travel is required. This role is a hybrid position.

Requirements

• 7+ years experience with solution architecture, sales engineering, or equivalent experience
• Proficiency and experience with concepts​​ and​ ​technologies using software development, operations,​ ​security​ cloud,​ ​microservices, ​​containers,​ ​and ​scheduling ​platform
• Proficiency and/or knowledge of existing solutions in the same domain as HashiCorp tools (e.g. Infrastructure Automation, Identity Management and Dev/Ops) such as Vagrant, Packer, Terraform, Consul, Nomad, Vault and others
• Exceptional communication skills, including experience developing and delivering technical content, experience asking effective questions to understand customer business priorities and needs, and comfort handling customer objections
• Passion for learning and working with new technologies, and willingness to dive into new areas of knowledge without external motivation and with an eye for detail
• Ability to work well in a highly-dynamic environment that focuses on providing outstanding Customer service
• Experience planning projects and leading customers through implementations of highly-technical products
• Comfort working with and advising both technical and business partners across the customer lifecycle
• Fluency in understanding, quantifying and empathizing with customer organizational pain and prescribing technical and process solutions to mitigate those difficulties
• Expertise in driving adoption of product use cases to enhance customer value attainment and satisfaction
• Skill in identifying and addressing customer risk, and confidence in mitigating it
• Comfort working remotely and performing well given a high level of independence and autonomy
• Domestic and occasionally international travel required

Responsibilities

• Through continuous engagement, Customer Success Engineers help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling
• The CSE team demonstrates our practical technical expertise across the HashiCorp stack to help our customers address their business challenges with our technologies, to drive effective implementation of HashiCorp tooling, to increase customer value attainment through expanded product uptake and to secure on-time renewals and expansions of customer investments in the HashiCorp toolchain!
• Responsible for success of your assigned customer accounts throughout the customer journey, from onboarding through adoption and expansion/extension/renewal phases, as measured by customer product consumption, health, retention and growth
• Serve as a subject matter expert for our customers’ usage of our tools to solve business challenges, providing customers with technical and business-oriented guidance at strategic points throughout their customer journey with HashiCorp
• Establish and maintain an understanding of the overall HashiCorp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application delivery and to help customers use HashiCorp tooling to drive measurable value-based outcomes
• Understand and document customer goals, challenges, business objectives and technical requirements in order to provide solutions, guidance and engagements tailored to each customer’s needs
• Ensure the timely creation and upkeep of account health scores, notes, and calls to action
• Partner with the aligned account sales team to both identify, handle and mitigate customer risk across the customer’s lifecycle with HashiCorp and to identify and develop opportunities to expand the depth and breadth of customer utilization of the HashiCorp toolchain
• Work cross-functionally with internal partners in product and engineering teams to translate customer business requirements into additional features to improve our product offerings
• Lead and coordinate account recovery actions for escalated customers, driving their successful de-escalation and return to normal health