Customer Success Engineer

The customer success engineer is a key member of the post-sales organization, aligning our observability technologies with the needs of our customers. We are customer obsessed, work hard, and have a team culture that is both entrepreneurial, professional, and fun. This is a technical customer management role in which you will own the long-term relationship with our top logos. The role is Hybrid (3 days from the office) workdays are Monday–Friday

Key Responsibilities:

• Ensure proper onboarding for new long-tail customers so they have a seamless experience getting started with Logz.io.
• Execute POCs and identify opportunities for upselling or cross-selling additional products or services to long-tail customers, driving incremental revenue growth.
• Monitor customer adoption and usage patterns, proactively identifying any barriers to adoption and implementing strategies to address them
• Serve as the primary point of contact for long-tail customers as their needs arise on an ad-hoc basis
• Work with Long-Tail Account Managers to develop and execute retention strategies to reduce churn, increase customer loyalty, and ensure renewals

Customer Journey:

• Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
• Implement automated onboarding workflows that guide new long-tail customers through the setup process step-by-step. Use email sequences, in-app messages, or chatbots to deliver personalized onboarding guidance and support based on the customer's specific needs and preferences.
• Set up trigger-based communications to automatically reach out to long-tail customers at key milestones or touchpoints in their customer journey—check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
• Track long-tail customers' usage patterns and behaviors. Set up automated alerts or notifications to flag instances where customers may be experiencing issues or underutilizing the product.
• Implement automated surveys or feedback forms to gather insights from long-tail customers about their experiences with the product or services.
• Generate personalized product recommendations for long-tail customers based on their usage history, preferences, and behavior.
• Automate and streamline repetitive tasks and processes involved in managing long-tail customers.

Requirements:

• 3+ years of experience as a Customer Success Engineer/Manager/Technical Account Manager/Project Manager/Leading E2E, customer-facing activities with C-Level executives in global customers.
• Excellent customer-facing skills: training, coaching, discussion management, conflict resolution and ability to creatively explain and present complex concepts in an easy-to-understand manner
• Vast domain experience in any of the following areas: SaaS services, Cloud Solutions (AWS/Azure/GCP), Log Management and Log Analysis, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, AI, and Analysis
• Strong written and verbal communication skills in English, as well as business and technical acumen.
• Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
• Travel up to 20%
• BA/BSc degree in Software Engineering, Computer Science or equivalent experience