Senior Customer Success Engineer

Summary

Join FastSpring as a Senior Customer Success Engineer and lead technical enablement for key customers. You will guide customers through platform implementation, integration, and scaling, acting as a trusted technical advisor. Responsibilities include delivering product demonstrations, managing technical aspects of customer expansion, and troubleshooting complex issues. You will collaborate with various teams, including Sales, Customer Support, Product, and Engineering, to ensure customer satisfaction and growth. This role requires strong technical skills, experience with SaaS and e-commerce technologies, and excellent communication abilities. The position offers a comprehensive benefits package and opportunities for professional development.

Requirements

• Minimum 5 years of experience supporting SaaS, web applications, or e-commerce technologies in customer-facing technical roles, ideally in customer success, technical support, or development
• Experience in SaaS, fintech, or payments environments with a proven track record managing complex enterprise customers
• Strong domain knowledge of eCommerce, including checkout processes, DRMs, fulfillment solutions, ESD, analytics tools (Google Analytics, Google Tag Manager), and payment gateways
• Solid understanding of front-end web development, including browser developer tools, HTML, CSS, JavaScript, and jQuery
• Strong understanding of webhooks
• Experience with RESTful APIs and tools such as Postman, cURL, and command-line API clients
• Familiarity with databases (SQL & NoSQL), data formats like JSON and XML, and BI tools such as Looker or Tableau
• Adaptability to changing goals based on customer demands and market conditions
• Excellent problem-solving skills with the ability to assess needs accurately, stay calm under pressure, and act quickly to resolve issues
• Strong organizational, interpersonal, and communication skills; able to confidently engage both executive and technical audiences
• Willingness to travel to customer sites if needed
• Bachelor’s degree in engineering, computer science, information systems, or a related field, or equivalent practical experience

Responsibilities

• Consult with clients to drive product engagement and help them realize full value from the platform
• Lead adoption of new and existing platform features for key customers, including API integrations and platform configurations
• Guide customers through implementation plans and lead technical migrations from our legacy platform to the current platform, ensuring best practices and timely deployment
• Build great relationships with both technical and business stakeholders. Be a go-to technical resource and partner for Customer Success Managers and key customers
• Represent the voice of the customer internally — surface product feedback, feature requests, and pain points
• Work closely with Sales, Customer Support, Product, and Engineering teams, serving as a key liaison between Customer Success and Production Support. Manage the process of identifying, prioritizing, and communicating customer-facing issues and their resolutions
• Lead and coordinate all aspects of the client’s technical product usage, from integrating with FastSpring’s platform to helping customers interpret data in the context of their environments
• Proficient in basic data analysis techniques and comfortable using tools (e.g., Excel, Google Sheets) to proactively interpret customer data, understand customer health, predict potential issues, and drive positive outcomes
• Diagnose and resolve customers’ technical platform problems, including problem recognition, research, resolution, and follow-up steps
• Assist CSMs in generating new business opportunities and ensuring the growth of existing accounts
• Provide technical training to clients and communicate customer feedback for future product developments

Preferred Qualifications

• Scripting experience in languages like Python or PHP is a plus
• Experience with Salesforce, Gainsight, JIRA, and Confluence is a plus

Benefits

• 401(k), including company match
• Comprehensive benefits package, including Medical, Dental, Vision & supplementary coverages
• Flexible PTO and 13 Company Holidays
• Bi-weekly 'FastSpring Friday' flexible half days
• Work-from-home essentials reimbursement
• Professional development opportunities & education reimbursement
• Peer recognition programs & awards
• Paid parental leave
• Volunteer opportunities & donation matching
• Quarterly employee events