Customer Success Engineer / Manager
Transparent Search Group · New York, New York, United States ·
- Employment
- Full time
- Category
- Customer success
- Experience
- 3+ years
Customer Success Engineer / Manager
Company: CollectWise
Location: New York, NY (in person)
Compensation: $150,000 - $200,000 base + upsell commission and retention bonuses + 0.03% - 0.1% equity
Employment Type: Full-time
Visa Sponsorship: Not available
About CollectWise
CollectWise is a Y Combinator-backed startup automating debt collection, a $35B US market, with generative AI agents that outperform human collectors about 2x at a fraction of the cost. Its agents handle the full arc of debt recovery, from outreach to resolution, while keeping interactions respectful and data-driven. With a small team, CollectWise has scaled to a $3M annualized revenue run rate and is pushing toward $10M.
The Role
CollectWise is hiring a founding Customer Success Engineer to own customer relationships after the implementation handoff, keeping accounts healthy and expanding and preventing churn. The forward-deployed engineers handle the launch; you take over from there, owning ongoing AI agent support, proactive account monitoring and upsell execution across a growing book of accounts. Success means smooth handoffs, strong satisfaction, 100% retention and expansion revenue.
What You Will Do
- Serve as primary contact for a growing book of post-implementation accounts.
- Monitor usage, performance and health signals to catch churn risk early.
- Resolve technical and configuration questions independently, escalating the rest with clear context.
- Drive upsell and expansion by finding new use cases.
- Tune AI agents through configuration and prompt-level changes to improve outcomes.
- Manage smooth handoffs from the forward-deployed engineering team.
What You Bring
- 3+ years in technical customer success, solutions engineering or a closely adjacent role
- Experience managing multiple accounts with strong written and verbal communication
- A commercial mindset with a record of upsell or expansion
- Comfort troubleshooting technical issues and adjusting configurations
- Based in New York City and able to work in person
Nice to Have
- AI, SaaS or automation startup experience with hands-on customer enablement
- Familiarity with AI agents, prompt engineering or workflow automation
- Owning a book of accounts at an early-stage company without a playbook