Customer Success Engineer
Element451 · Remote · Remote, United States ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote role
- B2B SaaS experience
- CRM configuration expert
- Higher Ed focus
- Technical enablement
As a Customer Success Engineer, you act as the technical layer behind Customer Success, ensuring Account Managers can resolve issues independently. You will triage escalations, improve handoffs from Implementation, and coach the team on platform fundamentals and AI agent logic.
The role requires deep CRM configuration knowledge and the ability to translate customer needs into concrete technical requirements. You will bridge the gap between customers, Account Managers, and Engineering to drive retention and product improvement.
What you'll do
- Review implementation handoff artifacts to identify configuration risks and open items
- Serve as primary technical resource for Account Managers on platform and workflow issues
- Coach Account Managers on platform fundamentals to reduce escalation volume
- Lead technical discovery for post-go-live needs and define solution approaches
- Diagnose and resolve technical escalations without involving Engineering when possible
- Document best practices and maintain internal troubleshooting guides and FAQs
- Translate recurring escalation themes into structured feedback for Product teams
What you'll need
- 4-7 years in technical customer-facing B2B SaaS roles
- Experience with higher education CRMs like Element451, Slate, or Salesforce
- Strong skills in translating vague pain points into concrete technical requirements
- Deep understanding of CRM objects, segmentation, and workflow design
- API literacy sufficient to diagnose data sync issues and speak with IT teams
- Ability to lead technical working sessions with non-technical stakeholders
- Excellent communication skills for explaining technical concepts clearly
- Coaching mindset focused on building team capability and reusable assets
Stack
- Element451
- Slate
- Salesforce Education Cloud
- Ellucian CRM Advance
- TargetX
How you'll work
- Fully remote position
- Supports global higher education clients