Job Opportunities API

Customer Success Engineer Element451 is the AI-native CRM and agent platform built for higher education. As we scale, we’re building the technical layer behind Customer Success—so AM’s can move faster, escalations resolve quicker, and customers get confident answers. As a Customer Success Engineer, you operate like a post-sale Solutions Engineer embedded in CS. You’ll bring technical depth to complex customer questions, triage and resolve escalations before they hit Engineering, and ensure clean, well-documented handoffs from Implementation. What You'll Own Implementation-to-CS Handoff Quality - The handoff from Implementation to CS is one of the highest-risk moments in a customer’s lifecycle. Your job is to make sure it’s not a black box. - Partner with Implementation at the close of onboarding to review handoff artifacts — configuration summaries, integration overviews, known issues, open items, key workflows and flag anything that needs resolution before CS takes full ownership - Participate in handoff calls when complexity warrants it, ensuring the receiving AM understands what was built, why, and what to watch for in the first 30–90 days - Proactively identify configuration risks or adoption blockers that could become retention issues and escalate them to the right internal owners before they surface as customer problems AM Technical Enablement - This is the heart of the role. Your goal is not to be the hero on every escalation — it’s to make the CS team technically capable enough that fewer escalations happen at all. - Serve as the primary technical resource for the AM team: the first stop for platform questions, configuration issues, workflow logic, reporting questions, and integration-related troubleshooting. - Join customer calls when technical depth materially changes the outcome — QBRs, escalations, complex workflow discussions, AI strategy sessions, platform design conversations - Coach AM’s on platform fundamentals, AI agent logic, and integration concepts so they can independently handle more complexity over time - Build and maintain internal enablement assets: troubleshooting guides, FAQs, how-it-works explainers, and repeatable patterns that raise the technical floor across the CS org Technical Discovery & Solutioning - Post-go-live, customers evolve. New workflows get requested, governance changes, reporting needs shift, AI use cases emerge. You’re the person who can actually figure out what they need and what to do about it. - Lead technical discovery on post-go-live needs and translate vague pain into concrete requirements and a recommended approach - Provide solution options with clear tradeoffs — configuration approach, workflow design, data implications, effort and risk — so AMs and customers can make decisions confidently - Facilitate technical working sessions with Enrollment Ops and IT stakeholders to unblock decisions, clarify requirements, and align on next steps - Produce lightweight solution artifacts — requirements summary, proposed approach, dependencies, risks, definition of done — that enable clean execution by the right internal team. - Own post-go-live technical solutioning across two tiers. Tier 1 — configuration, troubleshooting, workflow guidance: own and deliver directly. Tier 2 — new integrations, significant build, or complex projects: lead discovery, package the scope, and hand to PS for execution. For Tier 2, coordinate with Sales on timing before anything is communicated to the customer. Act as the triage point for post-go-live needs flagged by AMs — assess whether the need is Tier 1 or Tier 2 and route accordingly." Escalation Triage & Resolution - When things break, AMs need to know someone is on it. That’s you. - Own technical escalations from CS: diagnose platform, configuration, and workflow issues, identify root cause, and drive resolution — often without Engine