About the role
As a Customer Engineer at Poggio, you'll be responsible for working hand-in-hand with our top accounts to power their ongoing success with Poggio, creating our customer success strategy to deliver a repeatable world-class customer experience. This role combines technical expertise with an enthusiasm for how revenue organizations operate at scale, and will see you architect the customer journey, defining best practices from pre-sales through renewal. You’ll be responsible for mapping our customers’ goals into Poggio, and ensuring that it translates into demonstrable and measurable real world outcomes.
You'll work closely with our leadership team, owning the creation and evolution of our customer engagement strategy, which influences how we deliver world-class customer outcomes at scale.
What you'll do
Pre-Sales & Customer Onboarding:
- Partner with the sales team to understand customer organizations, priorities, and success metrics
- Work with sales and the customer to understand business challenges, goals, and potential use cases, translate them into their Poggio workspace configuration
- Ensure seamless handoff from sales to post-sales by setting clear expectations and defining success plans that map to customer priorities and business outcomes
Customer Success & Account Ownership:
- Serve as primary point of contact post-sale, building trusted relationships with key stakeholders and decision makers
- Provide first-line support, proactively identifying potential problems before escalation
- Drive product adoption through ongoing training, enablement, and strategic guidance
- Advocate for customers internally, working cross-functionally to resolve issues and influence roadmap
Strategic Account Management & Expansion:
- Own customer retention, renewal strategy, and identify expansion opportunities for sales
- Lead account strategy discussions, aligning customer needs with our business goals
- Provide executive-level reporting on how customers are deriving value from Poggio and new opportunities for increasing that value across all customers
You may be a good fit if you have
- 5+ years of experience in a relevant role (Sales Engineering, Solutions Engineering, Account Management, Customer Success, Solution Architecture, or Customer Engineering)
- Experience working with or selling to large global revenue organizations with understanding of enterprise sales processes
- Technical inclination with ability to learn new technologies quickly
- Strong communication skills, especially for technical presentations
- Ability to speak fluently with both technical stakeholders and business executives
- Organized approach to work, managing concurrent opportunities effectively
- Entrepreneurial mindset to think big and deliver simple solutions while learning new skills
- Experience with sales technologies, CRMs, and sales enablement platforms
Nice to haves
- Experience as an enterprise seller
- Experience in a customer-facing role for AI solutions
- Experience with large global revenue organizations (either working at one, or selling to them)
Benefits
- Competitive pay, stock options, and benefits
- Unlimited, flexible PTO
- Remote-first, with option to work in our SF office in Jackson Square
- At least biannual off-sites to meet with the team (attendance optional)
- Health care plan (medical, dental, vision)
- 401k plan with employer matching
- Wellness benefit ($1200/year for whatever nourishes you)
- Paid parental leave