Customer Success Engineer
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 day
