Customer Solutions Engineer

About this role
About the role

tl;dr we’re hiring a smart generalist to become an expert on our product and lead both sales demos and customer implementations. You’ll guide customers through their journey with Agave, from technical sales support to hands-on onboarding, project management, and customer success. This is a unique opportunity to learn a complex b2b product in great depth, build long-term customer relationships, contribute to sales processes, work closely with our engineers, and join a team as it grows from $Xm to $XXm in revenue. You will report directly to our co-founder/CEO.


Why are we hiring this role?

We grew our customer count 18x YoY. We’re closing and onboarding 5-8 new customers per week. We simply can’t manage this pace going forward with our current headcount.

By hiring a dedicated person in this role, we will expand our capacity to run more sales demos and onboard more customers in a shorter period. This will enable us to sign more customers faster and release a constraint holding us back from hitting our aggressive growth goals this year.


Responsibilities

Customer Discovery - work with Sales to qualify opportunities, acting as a technical expert:

Lead discovery and product demos with prospects; guide them through how Agave works

Answer technical questions and position our product in the context of their systems

Qualify fit, identify blockers, and advise on implementation details

Create customer-facing collateral (e.g. videos, product FAQs)

Maintain and update demo materials for our teams to use in pre-sales

Customer Onboarding - own customer onboardings end-to-end (alongside other teammates):

Lead customers from sales handoff to full implementation efficiently, working with them 1:1

Be their primary point of contact and assume full accountability for their onboarding

Understand their goals and configure our product to meet their specific needs

Train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases)

Create and maintain comprehensive docs for implementation best practices and FAQs

Build strong customer relationships and long-term loyalty

Identify churn risks and upsell opportunities

Project Management - project-manage each customer’s implementation; manage many at once:

Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps

Troubleshoot issues that arise, working with our product and engineering teams if new features are needed

Proactively identify and escalate implementation risks; work with cofounders to solve them

Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap

Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems

Process Improvement - build tooling, templates, and automation to scale onboarding across hundreds of customers:

Understand the variations in our current processes and key gaps that hinder onboarding

Create a standardized and scalable process that works for hundreds of customers

Create customer education materials (e.g. demo videos) to reduce manual effort required by us

Work with product/engineering to build features that improve customer onboardings

Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines

Role details
Salary
$110K - $180K
On-site work policy
In-person in downtown San Francisco 5 days/week.
Full-time position
Location
San Francisco, CA
Equity
0.01% - 0.10%
Visa sponsorship details
Open to visa transfers (e.g. OPT, H1B transfers)
Hiring Count
Looking to hire 4 - 5 candidates for this role
What to ask candidates
Have you worked in a role where you've interfaced with external parties (customers, vendors, etc.)?
Tell us about your project management experience. Do you have project management experience with external parties?
This role is on-site in downtown San Francisco. Please confirm whether your candidate is comfortable with this.
Can the candidate be on-site? If not, is the candidate willing to relocate?
What is their salary expectation?
How actively is this candidate exploring new opportunities?

Requirements
By tier
By category
Calibrate a candidate in Parabot. to see how well they fit the requirements.
Dealbreaker
Seniority
1+ years of experience at a VC-​backed startup (earlier stage the better) OR otherwise elite company

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Work experience
Experience in a customer-​facing role,​ like customer success,​ customer success engineer,​ integration implementation,​ implementation manager,​ implementation specialist,​ custom solutions,​ ERP integrations,​ etc.​ OR in operations / business operations at a VC-​backed startup.​

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Education
4 year Bachelor's degree at a decent U.​S.​/Canada school

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Hard skills
Able to debug/troubleshoot methodically OR aptitude / ability to learn technical concepts

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Soft skills
Confident speakers to engage and effectively navigate strong-​willed customers and complex situations.​

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Miscellaneous
Pumped to work in-​person in SF 5 days/week (occasional remote/travel permitted)

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Baseline
Seniority
1 -​ 7 years of experience in a customer-​facing role,​ like customer success,​ customer success engineer,​ integration implementation,​ implementation manager,​ implementation specialist,​ custom solutions,​ ERP integrations,​ etc.​ OR in operations / business operations at a VC-​backed startup.​

Work experience
Previous startup experience OR explicit interest in joining an early-​stage startup

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Hands-​on,​ recent (last 2 years) B2B SaaS implementation or onboarding experience

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Soft skills
Strong project management and organization skills;​ process-​oriented,​ able to manage many implementations (e.​g.​ 30+) at once.​

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Nice-to-have
Work experience
Experience demoing SaaS software to potential customers

Updated
Familiarity with the construction industry.​

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Experience with accounting concepts.​

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Education
Top 30 US/Canada undergrad school is a major plus

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Technical (i.​e.​ CS) degree is a huge plus

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Hard skills
Proficiency with SQL or JSON

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Miscellaneous
Serious athlete / sports background

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Traits to avoid
Job-​hoppy:​ two or more stints under 2 years in the last 5 years (internships and acquisitions don't count)

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LinkedIn – #opentowork banner

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Laid off from last role for performance reasons

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In-​between roles

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Explicit desire to work on trendy tech (e.​g.​ “AI”,​ LLMs,​ crypto)

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Contract and/or part-​time roles

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2-​4 month resume gap in between roles

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8+ YoE

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Exclusively Big Tech experience

Customer Solutions Engineer
Full-time
On-site
San Francisco, CA
$110K - $180K

Location: San Francisco, California, United States

Skills required for this job:

• Accounting
• B2B SaaS
• Construction
• Customer onboarding
• Customer success
• JSON
• Project management
• SQL
• Sales demos
• Startup development
• Troubleshooting