Customer Success Engineering Lead

A Customer Success Engineering Lead is a player/coach role responsible for both hands-on technical execution and team leadership within the Customer Success organization. This position combines the technical responsibilities of implementing and optimizing customer solutions with the leadership duties of managing a technical team within Customer Success. The Customer Success Engineering Lead’s Team works directly with a team of Customer Success Managers to deliver technical services to the ClearPoint customer base.

As a player/coach, the Engineering Lead spends approximately 60% of their time on individual contributor work, focusing on complex technical implementations, process optimization, and strategic customer solution design. The remaining 40% is dedicated to team management, including mentoring staff, coordinating project assignments, and ensuring consistent delivery quality across the team. The Engineering Lead also acts as the primary escalation point for technical issues and works closely with the Product and Development Teams to triage issues, share customer insights, identify feature gaps, and shape the ClearPoint Product Roadmap and customer experience.

This role bridges the gap between customer business needs and optimal ClearPoint technical solutions while building team capabilities and establishing best practices for technical customer success operations. The position requires strong technical skills, leadership capabilities, and the ability to balance individual contribution with team development responsibilities.

Responsibilities

• Lead and manage a technical team inside of Customer Success, including performance management, goal setting, and professional development
• Oversee the Support Team at ClearPoint for escalated, complex support tickets
• Establish technical standards and best practices for customer success engineering operations
• Work with Microsoft Office Suite to create templates, reports, and documentation that streamline operations
• Participate in cross-functional initiatives to improve product functionality based on customer implementation patterns
• Assign and prioritize work among team members based on skills, capacity, and project requirements
• Contribute to the execution and effectiveness of the Customer Success strategy

Technical and Customer Delivery

• Execute complex technical implementations for customer onboarding including advanced data migrations, custom configurations, and integration projects translating customer business requirements into optimal ClearPoint technical solutions
• Develop and maintain automated solutions, frameworks, and internal tools that can be leveraged across the Customer Success Team
• Support advanced SQL database integrations and complex data connection projects
• Build and maintain Community Dashboard sites using WordPress and Divi Theme, with focus on scalable templates
• Create and optimize scripts using JavaScript and other programming languages to automate repetitive processes
• Lead root cause analysis of customer technical issues and develop generalized solutions to prevent recurring problems
• Design and implement process improvements that reduce manual work and increase delivery efficiency across the team
• Maintain technical documentation and standard operating procedures for customer success processes
• Evaluate customer ClearPoint configurations and recommend optimizations to maximize platform value
• Support advanced SAML SSO configurations and complex authentication setups

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Key Result Areas

• Build and maintain a high-performing Customer Success Engineering team through developing team capabilities and technical expertise
• Reduce manual effort in customer onboarding and implementation through automation and process optimization
• Improve scalability and efficiency of customer success technical operations
• Increase customer satisfaction and health scores through reliable and consistent technical delivery
• Minimize technical issues that impact customer experience

Required Education and Experience

• 4+ years of experience in technical implementation, software development, or technical operations roles
• 1+ years of team leadership or mentoring experience
• Strong proficiency with SQL database queries and data manipulation
• Experience with API integrations
• Experience with web technologies including WordPress, HTML, CSS, and JavaScript
• Advanced knowledge of Microsoft Office Suite including Excel, PowerBI, and automation tools
• Experience with programming concepts and scripting languages
• Proven ability to manage multiple projects and priorities simultaneously
• Background in process optimization or technical operations
• Experience with performance management and team development

Preferred Education and Experience

• Bachelor's degree in Computer Science, Engineering, Information Systems, or six years of relevant technical experience
• Experience leading technical teams in SaaS or customer-facing environments
• Experience with SaaS platforms, API integrations, and Snowflake
• Knowledge of database design and data modeling concepts
• Familiarity with version control systems (Git) and collaborative development practices
• Experience with business intelligence tools and reporting platforms
• Background in customer-facing technology implementations
• Understanding of authentication protocols including SAML and SSO
• Project management certification or experience

Hybrid Work Breakdown

1. In Office (3 Days): Departmental and Team Meetings, Training and Upskilling, Collaborative Work, Customer requests and calls, Individual project work, Customer deliverables
2. Remote (2 Days): Customer requests and calls, Individual project work, Customer deliverables

Base Salary Range

• $120,000 - $150,000
• Performance-based bonus program

• Competitive salary commensurate with your experience
• Performance-based bonus program
• 100% paid health insurance & dental insurance
• 401(k) program
• Open vacation policy
• Professional development, training, and mentorship programs

• Chance to get in on the “ground floor” of a tech company with startup energy
• Ability to make a difference from day one
• Fantastic colleagues and customers
• Employee referral bonuses to encourage the addition of great new people to the team
• Team events and offsite retreats
• Company organized volunteer days

Eligibility Requirements

• Candidates must live within commuting distance of our Arlington, VA office.
• Employment is contingent upon successful completion of federal work authorization verification. We don't offer visa sponsorship.
• Employment is contingent upon successful background and reference checks.

#LI-hybrid

Interested?

Please read this posting carefully, visit our website, learn about us, and then apply. To be considered, please fill out the form and attach your resume. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include: Social Security Verification, Criminal History, Credit History, Personal and Professional References, social media, Prior Employment Verification, Educational Verification, and Motor Vehicle Records. ClearPoint reserves the right to modify this policy at any time without notice.

EEO Statement

ClearPoint Strategy provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or genetics. We seek to build a diverse staff representative of the communities we serve. All qualified applicants are strongly encouraged to apply.

Physical Requirements

This is sedentary work requiring typing and other and repetitive motions. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Visual acuity is required for operation of a computer and for observing general surroundings and activities. The worker is not subject to adverse environmental conditions.