Customer Success Engineer at Darktrace providing technical product solutions for existing customers in cybersecurity AI. Supporting deployment and identifying new use cases while fostering customer relationships.
About the role
- Technical Customer Success Manager at Vouch, overseeing customer onboarding and support for an AI-first video platform. Engage with global enterprise clients to assist in platform configuration and usage.
Responsibilities
- Lead the technical onboarding experience for enterprise customers — configuring templates, integrations and workflows to ensure successful adoption
- Act as the technical escalation point for Customer Success, diagnosing issues and resolving them directly or escalating clearly to engineering
- Configure and customise customer environments (templates, branding, animation settings and platform configuration)
- Partner closely with Customer Success leads as their technical counterpart during onboarding and launches
- Occasionally support presales conversations for technically complex deals
- Identify recurring customer needs and translate them into clear product feedback for Product and Engineering
Requirements
- 3–5 years experience in a Technical CSM, Solutions Engineer, Implementation Consultant, or similar customer-facing technical role in B2B SaaS
- Experience supporting enterprise B2B SaaS customers in a high-growth startup environment
- Comfortable working with technical systems — integrations, configurations and troubleshooting
- Strong communicator who can translate technical concepts for non-technical customers
- Strong troubleshooting instincts with a bias for solving problems before escalating
- Customer-obsessed with the ability to build trust with global enterprise clients
- Familiarity with HubSpot, Notion, Claude, ChatGPT or similar tools
- Experience working with JSON configurations, integrations or platform customisation
Benefits
- Ownership & Equity
- Build Something Meaningful
- Direct Access to Leadership
- Flexible Hybrid Culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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