Customer Success Engineer

As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement. 

This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value. 

What you'll be doing:

Account Management 

• Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from SynaptiQ. 

• Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals. 

• Identify opportunities for upselling and cross-selling that deepen customer engagement and value. 

• Define and report on success metrics for each account — including customer satisfaction scores, retention rates, and revenue generated from expansion. 

Issue and Opportunity Detection 

• Continuously monitor customer health metrics to identify critical patterns and trends. 

• Proactively address potential issues before they escalate, and surface opportunities for further engagement and improvement. 

Client Onboarding 

• Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer. 

• Ensure a seamless and effective integration of new clients onto the SynaptiQ platform. 

Training and Enablement 

• Conduct comprehensive training sessions (online or on site at the clients') and webinars so clients become proficient with the SynaptiQ platform.