Customer Success Engineer
New
E
Element451Higher Education SaaS
Remote, United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4–7 years
Requirements
- 4–7 years in a technical, customer-facing role in B2B SaaS
- Direct experience with a higher education CRM (Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or similar strongly preferred)
- Strong technical discovery skills
- Deep command of CRM configuration thinking: objects and fields, segmentation logic, workflow and journey design, and reporting implications
- Enough integration and API literacy to diagnose symptoms and speak credibly with IT teams
- Ability to lead technical working sessions with Enrollment Ops and IT
- Excellent communication skills to make technical concepts accessible to non-technical audiences
- Coaching mindset
- High ownership and reliability across a shared portfolio
Responsibilities
- Partner with Implementation to review handoff artifacts and flag issues before CS takes ownership.
- Participate in handoff calls when complexity warrants, ensuring AMs understand what was built.
- Proactively identify configuration risks or adoption blockers that could become retention issues.
- Serve as the primary technical resource for the AM team for platform questions and troubleshooting.
- Join customer calls when technical depth materially changes the outcome (QBRs, escalations, complex discussions).
- Coach AMs on platform fundamentals, AI agent logic, and integration concepts.
- Build and maintain internal enablement assets: troubleshooting guides, FAQs, how-it-works explainers.
- Lead technical discovery on post-go-live needs and translate them into concrete requirements.
- Provide solution options with clear tradeoffs for AMs and customers.
- Facilitate technical working sessions with Enrollment Ops and IT stakeholders.
- Own post-go-live technical solutioning across two tiers (direct ownership for Tier 1, scope packaging for Tier 2).
- Own technical escalations from CS: diagnose issues, identify root cause, and drive resolution.
- Coordinate with Support and Engineering on product-level investigations.
- Establish a clear escalation operating rhythm for AMs.
- Track recurring escalation themes and surface them to Product, Support, and Implementation.
- Stay current on releases and brief the CS team on changes and usage.
- Maintain deep fluency across Element451: CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting.
- Develop and document best-practice patterns for common higher ed use cases.
- Act as a connector across CS, Implementation, Support, and Product, translating customer friction into feedback.
- Help CS leadership identify systemic issues across the portfolio.
- Contribute to a durable knowledge base by documenting and standardizing solutions.
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