Customer Success Engineering Team Lead

Summary

Join Freshpaint's growing Customer Success team as a Team Lead, Customer Success Engineering (CSE)! You will lead a small team, overseeing strategic customer onboarding and implementation of our HIPAA-compliant data platform for healthcare clients. This role requires strong technical expertise, customer advocacy, and leadership skills. You will mentor your team, manage key performance indicators, and collaborate with other departments. Freshpaint offers a fully remote work environment with generous benefits, including competitive compensation, equity, unlimited PTO, and various perks. We are a fast-growing, venture-backed startup with a collaborative and supportive culture.

Requirements

• 8+ years in Customer Success Engineering, Solutions Architecture, Professional Services, or similar roles, with a majority in strategic or leadership positions
• Advanced knowledge of web technologies (HTML, CSS, JavaScript), analytics, and data platforms
• Experience with tag management systems like Google Tag Manager and proficiency in SQL
• Proven ability to manage and develop high-performing teams, mentor colleagues, and lead by example
• Deep commitment to customer success, with exceptional interpersonal skills and the ability to build strong relationships at all levels, including C-suite
• Exceptional written and verbal communication skills, with experience presenting to executives and managing complex customer escalations
• Strong analytical and process-oriented mindset, with a history of driving measurable results

Responsibilities

• Lead the onboarding and implementation of Freshpaint for strategic customers, ensuring timely and successful adoption of the platform
• Serve as a technical advisor and escalation point for Freshpaint’s most strategic accounts
• Facilitate technical roadmap discovery with customer champions, aligning their needs with Freshpaint’s product development
• Communicate complex technical concepts to diverse audiences, including marketers, product managers, data scientists, engineers, and C-level executives
• Foster customer champions by driving high adoption rates and showcasing business value through multiple use cases
• Manage and mentor a team of 1-3 Customer Success Engineers, providing guidance on customer interactions, technical problem-solving, and professional development
• Define and execute onboarding plans for new team members, ensuring their success and integration into the team
• Serve as a mentor and player-coach, balancing hands-on work with leadership responsibilities
• Own and deliver on leading and lagging indicators for customer success, including time to value, adoption metrics, and account satisfaction scores
• Document processes and outcomes consistently in project management tools (e.g., Monday.com)
• Contribute to and define frameworks, playbooks, and processes that set the standard for Freshpaint’s customer success teams
• Collaborate with Product, Engineering, and Support teams to address customer feedback and drive product enhancements
• Participate in customer advisory boards, community events, and strategic initiatives to amplify customer impact
• Lead internal projects and special initiatives to scale Freshpaint’s customer success capabilities
• Stay informed on best practices in enterprise healthcare, health technology, and data privacy
• Advocate for the voice of the customer internally, contributing to case studies, referrals, partnerships, and beta programs

Preferred Qualifications

• Experience with healthcare industry customers and HIPAA compliance
• Familiarity with analytics tools or data warehouses (e.g., Looker, Tableau, Snowflake)
• Expertise in data activation use cases and integrating APIs

Benefits

• Joining a high-growth venture-backed startup as part of the early crew
• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window
• Freshpaint Fridays: Half-day Fridays. Every week
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays
• 100% remote
• Flex in-office if you want with $150 WeWork credits each month
• 401k
• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws)
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team
• Generous parental leave
• Paid Spotify
• Health & Wellness benefit – gym membership or similar covered
• Regular team offsites 2-4 times per year
• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup