Customer Success Engineer

About the Role
The Customer Success Engineer is a highly technical, strategic advisor dedicated to supporting global customers operating Global Capability Centres (GCCs) in India. Moving beyond the traditional scope of account management, this position requires a strong technical aptitude to provide hands-on, day-to-day technical guidance and establish DevOps best practices directly with India-based delivery teams.

Operating much like a Pre-Sales Engineer or Solutions Architect, you will act as a "Tier 1" technical partner and an extension of the customer's engineering team. Crucially, you will work closely with a global team, collaborating cross-functionally to creatively solve complex problems and deliver seamless customer experiences. You will leverage deep technical acumen to optimize Salesforce DevOps delivery, streamline complex release processes, and ensure seamless adoption. You will own the full account lifecycle and drive tailored success plans while acting as the definitive technical expert to help India GCCs scale efficiently, mitigate deployment risks, and maximize the value of the Copado platform.

What You'll Do

• Own account relationships and provide technical guidance for DevOps setups in India
• Serve as a trusted in-person advisor for Global Capability Centres (GCCs)
• Develop customer success plans and conduct QBRs analyzing DORA metrics
• Optimize release processes, demonstrate ROI, and drive long-term Copado adoption
• Partner with Sales, Product, and Engineering to resolve customer escalations
• Mitigate release risks and deliver seamless enterprise platform experiences
• Identify technical gaps in customer environments where Copado adds value
• Partner with Sales to expand the platform's footprint

What We're Looking For

• 6–10 years in technical, customer-facing SaaS/Cloud roles (Pre-Sales, Solutions Architect, DevOps Consultant, Technical CSM)
• Core technical expertise in Git, CI/CD, and deployment pipelines
• Proven experience supporting global enterprise customers and GCC operational frameworks
• Track record of conducting QBRs, driving value realization, and leading consultative architecture discussions
• Familiarity with Salesforce DevOps and Agile methodologies
• Experience with enterprise integrations across ALM, ITSM, and security/compliance toolchains
• Strong problem-solving skills with a history of building scalable success playbooks
• Proven ability to manage technical risk and lead organizational transformations