Customer Success Engineer

Summary

Join Hightouch's Customer Success Engineering team and play a crucial role in ensuring customer success and satisfaction. Work directly with users to maximize their platform value, answering questions through various channels (Intercom, Slack, phone, email). This technical role requires understanding API documentation, SaaS tools (CRMs, ESPs, ERPs), and data usage. Collaborate closely with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations teams. The ideal candidate is a self-starter, comfortable with ambiguity, and a strong team player, eager to learn and contribute to a growing startup. This position is vital in driving exceptional customer experiences and upholding Hightouch's commitment to customer promises.

Requirements

• 5+ years in a customer-facing role
• Technical background either through experience or education
• Conversant in SQL or willing to learn the basics and a few more advanced topics
• Strong discovery and interpersonal skills
• Intellectual curiosity, high ambition, and humility
• High proficiency in reading, writing, and speaking English
• Ability to adapt to an ever-changing work environment
• Thorough understanding of the technology industry and its players

Responsibilities

• Work directly with all users to ensure they can get the most value from the platform
• Answer questions in Intercom, Slack, on the phone, or through email
• Understand how to read API documentation, how the standard suite of SaaS tools work (e.g. CRMs, ESPs, ERPs, etc...), and the basic building blocks of customers use data
• Collaborate with Solutions Architects, Solutions Engineers, Marketing, Engineering, and Operations
• Be an important member of an exceptional company, be willing to ask questions when you’re unsure, and take initiative when you’re passionate about a topic/solution/process
• Be a self-starter, comfortable with ambiguity, willing to challenge the status quo, and a strong team player

Benefits

• Meaningful equity compensation in the form of ISO options
• Early exercise and a 10 year post-termination exercise window