Customer Success Engineer

Position Summary

The Customer Success Engineer (CSE) owns success, adoption, technical outcomes, retention, and expansion across an assigned Zenphi customer portfolio. The role combines Customer Success, solution architecture, implementation, enablement, support, and commercial accountability.

The CSE translates business processes into reliable Zenphi workflows and owns commitments from discovery through delivery, adoption, renewal, and growth.

Reports to: Vice President, Commercial

Direct reports: None

Success Measures

• Gross and net revenue retention, expansion, and renewal readiness.
• POC and implementation cycle time, milestone completion, and on-time go-live.
• Adoption, workflow activity, proficiency, outcomes, and ROI.
• First-pass acceptance, workflow reliability, post-launch defects, and documentation quality.
• Health and forecast accuracy, risk mitigation, satisfaction, executive confidence, and advocacy.

Key Responsibilities

Customer Success, Value, and Risk

• Build relationships across customer business, technical, and executive stakeholders.
• Maintain success plans that define outcomes, milestones, owners, timelines, and measures of value.
• Monitor health through product usage, workflow activity, adoption, support trends, sentiment, stakeholder engagement, and organizational change.
• Identify relationship, adoption, technical, delivery, value, and renewal risks; own recovery plans and escalate material concerns early.
• Lead customer meetings and business reviews covering outcomes, adoption, value, risk, priorities, and next steps.
• Document all customer interactions, commitments, risks, decisions, and actions accurately in Zenphi’s CRM.

Implementation and Technical Delivery

• Own assigned POCs and implementations from discovery and scope through build, testing, acceptance, launch, and stabilization.
• Confirm objectives, requirements, integrations, dependencies, permissions, customer inputs, timelines, success criteria, and scope changes.
• Design, configure, test, document, troubleshoot, and improve Zenphi workflows, including forms, approvals, logic, variables, integrations, authentication, permissions, data mapping, notifications, and error handling.
• Review workflows for reliability, usability, performance, and technical risk; create reusable patterns when valuable.
• Document delivered solutions, known limitations, ownership, support paths, and outstanding items.

Adoption, Enablement, and Support

• Expand adoption and connect usage to measurable outcomes and ROI.
• Train customers to build, operate, monitor, troubleshoot, and improve workflows.
• Create documentation, videos, templates, and community content; address proficiency gaps with coaching or self-service resources.
• Review, respond to, and resolve support tickets within service expectations, maintaining ownership through resolution.
• Coordinate complex escalations with Product or Engineering, providing reproduction steps, logs, context, impact, and urgency.
• Communicate limitations and approved workarounds accurately without making unsupported roadmap commitments.

Retention, Expansion, and Advocacy

• Maintain renewal readiness by documenting value, stakeholders, risks, outcomes, forecasts, and recommended actions.
• Identify expansion opportunities and develop the business rationale and preliminary technical feasibility.
• Support Sales with discovery, demonstrations, solution validation, POCs, renewals, and expansion.
• Turn successful outcomes into references, reviews, case studies, community participation, and customer stories.
• Share customer feedback, technical patterns, friction, and business impact with Product and Engineering.

Portfolio and Performance Management

• Maintain accurate customer, project, workflow, risk, renewal, forecast, capacity, and opportunity records.
• Prioritize work based on customer impact, revenue risk, commitments, and urgency.
• Meet goals for retention, expansion, adoption, customer experience, delivery quality, and operating discipline.
• Maintain current product, technical, customer, and commercial knowledge.

Qualifications

• 3+ years in technical Customer Success, Solutions Engineering, SaaS implementation, professional services, workflow automation, or a similar role.
• Experience owning customer relationships, POCs, implementations, adoption, risk, value, retention, and expansion.
• Hands-on knowledge of workflows, integrations, APIs, authentication, permissions, data mapping, testing, and troubleshooting.
• Ability to simplify business processes and translate them into reliable technical solutions.
• Strong written, verbal, facilitation, training, and executive communication skills.
• Sound