Customer Success Specialist

Customer Success Specialist

Location:

Job

Key Responsibilities

• Serve as the first point of contact for engineering teams using our Engineering Excellence platform.
• Develop and deliver comprehensive onboarding programs tailored to different team needs and maturity levels
• Create and maintain training materials, documentation, and self-service resources
• Conduct regular training sessions, workshops, and demos to showcase platform capabilities and best practices
• Monitor platform usage analytics, metrics utilization, and report consumption patterns
• Address issues reported by platform users and provide timely resolution support
• Identify trends in platform usage to proactively suggest optimization opportunities Provide timely, solution-oriented support to resolve platform usage challenges
• Gather and synthesize customer feedback to inform platform roadmap and improvements
• Track and measure customer adoption metrics, satisfaction scores, and platform value realization
• Build relationships with engineering team leads to understand their unique challenges and goals
• Collaborate with platform engineers and Agile coaches to create integrated support programs
• Develop success stories and case studies highlighting platform impact on engineering outcomes

Qualifications

• 4+ years of experience in customer success, technical support, or similar customer-facing roles
• Strong understanding of software development processes and engineering practices
• Experience working with developer tools, engineering platforms, or DevOps solutions
• Excellent communication skills with the ability to translate technical concepts for different audiences
• Demonstrated ability to build relationships and influence without direct authority
• Experience creating and delivering technical training or workshops
• Problem-solving mindset with the ability to troubleshoot issues and find solutions
• Basic understanding of agile methodologies and how they integrate with engineering practices

Preferred Qualifications

• Previous experience as a software engineer, DevOps engineer, or in a technical role
• Knowledge of engineering metrics and how they relate to business outcomes
• Experience with change management methodologies and driving adoption of new technologies
• Familiarity with common engineering tools and platforms (CI/CD, code quality, testing frameworks)
• Background in technical documentation or educational content creation
• Experience supporting internal platform adoption within an organization

What You'll Enable

As our Customer Success Specialist, you'll play a crucial role in our Engineering Excellence platform by:

• Accelerating the adoption curve for new platform features and capabilities
• Reducing time-to-value for teams onboarding to the platform
• Building a community of platform champions across engineering teams
• Ensuring consistent and effective support that enhances the platform experience
• Providing a voice for our customers in platform improvement discussions
• Creating a feedback loop that drives continuous enhancement of our platform offerings
• Measuring and showcasing the impact of platform adoption on engineering outcomes