Customer Success Engineer

Job Title

About Us

Flagsmith is on a mission to empower teams to ship faster and continuously improve their products. We are a profitable, bootstrapped, innovative company focused on delivering an amazing open source alternative to larger venture backed companies. It’s important for us to continue to build an amazing company while being in control of our destiny - profitability and sustainability are key in today’s world!

We’re fueled by our customer growth - which comes from helping larger teams take control of their release processes. We work across all industries but have the biggest impact on high-risk environments like financial services, healthcare, telecommunications, and high tech manufacturing. We’ve built trust with our customers evident by our best in class net retention rates!

Our team spans multiple continents and is 100% remote, with deep roots in engineering and a strong focus on product quality, simplicity, and community. We are filled with team members who have been searching to have impact, and larger scope as opposed to being a cog at a large organisation!

We are growing our customer success team and hiring another Customer Success Engineer. Think of the role as a mix of a Solutions Consultant, Customer Success Manager, and a Technical Account Manager. The important thing is that we need someone with technical experience within the release management space - experience with any of the following python, docker, kubernetes, deployment best practices, etc. We are looking for someone based in America's time zone.

You can send your cv/resume to jobs@flagsmith.com. (No recruiters please.)

About The Role

We are a 100% remote team, currently based in Europe, India, South Korea and both North and South America. We are looking for someone based in the America’s time zone .

You can send your cv/resume to jobs@flagsmith.com. (No recruiters please.)

What We’re Looking For

We’re looking for another Customer Success Engineer to help drive adoption, retention, and growth within our customer base. You’ll be measured by how well we implement and drive adoption ultimately leading to retention and growth (measured by net revenue retention).

We are looking for someone that has a mix of customer success and technical experience. An ideal candidate will have worked in technical components of release management, while also being in a customer facing role. This will allow them to be able to connect with our customer personas (engineering and product) to help drive fast and efficient implementations. You’ll drive retention and growth within our customer base by building strong relationships with customers, driving quick time to value, and building advocacy programs within our customer base. You’ll also act as the voice of the customer to always build and improve our product and services.

What You’ll Do

Develop an expert understanding of Flagsmith’s platform and use cases. Technical experience required.
Onboard new customers to ensure quick time to value and strong adoption of Flagsmith within their organisation
Building relationships with our customers to drive adoption and use of Flagsmith products to drive retention and growth.
Act as a customer advocate internally and externally to foster the customer community and improve our product and service offering
Partner with internal teams (marketing, product, and engineering) to build out our product and services to deliver a delightful customer experience (e.g. support processes, education/training programs, documentation, in-product support, community building, product enhancements)
Partner with Sales to drive renewals and expansion of your portfolio with a mix of on-prem and Saas deployments

What You’ll Bring

3+ years of experience in a customer facing role within SaaS
Experience working with technical products in the engineering space (devops experience a plus)
Keen understanding of customers’ desires and pains, and the ability to translate it into customer success plans that help drive retention and growth
Deep empathy for customers to build strong relationships.
Collaborative approach both internally and externally
Experience working with a diverse set of clients and various portfolio sizes
A desire to distil technical concepts and make them concise and genuinely interesting—with user value baked in
The ability to connect the dots and turn one-time initiatives or strategies into repeatable programs

Nice to Haves

Technical experience in an aspect of release management
Experience working with an Enterprise sales motion
Understanding of modern software engineering principles
Understanding of application development across different languages and frameworks and a desire to learn new technologies
Understanding of DevOps tools and best practices (Docker, Kubernetes, CI/CD)
Experience in the open-source space
Experience with on-prem tools