Customer Solutions Engineer (CSE)

Responsibilities

• Customer Discovery - work with our Sales team to lead technical demos: Guide prospects through how Agave works Answer technical questions and position our product in the context of their systems
• Guide prospects through how Agave works
• Answer technical questions and position our product in the context of their systems
• Customer Onboarding — own customer onboardings end-to-end (alongside other teammates): Lead customers from sales handoff to full implementation efficiently, working with them 1:1 Be their primary point of contact and assume full accountability for their onboarding Understand their goals and configure our product to meet their specific needs Train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases) Create and maintain comprehensive docs for implementation best practices and FAQs Build strong customer relationships and long-term loyalty Identify churn risks and upsell opportunities
• Lead customers from sales handoff to full implementation efficiently, working with them 1:1
• Be their primary point of contact and assume full accountability for their onboarding
• Understand their goals and configure our product to meet their specific needs
• Train them on how to use Agave (e.g. integrate their data, perform common actions, handle edge cases)
• Create and maintain comprehensive docs for implementation best practices and FAQs
• Build strong customer relationships and long-term loyalty
• Identify churn risks and upsell opportunities
• Project Management — project-manage each customer’s implementation; manage many at once: Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps Troubleshoot issues that arise, working with our product and engineering teams if new features are needed Proactively identify and escalate implementation risks; work with cofounders to solve them Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems
• Create and share detailed implementation plans, timelines, milestones, open issues, and remaining steps
• Troubleshoot issues that arise, working with our product and engineering teams if new features are needed
• Proactively identify and escalate implementation risks; work with cofounders to solve them
• Identify feedback, requests, and weak areas of our product; share with our team to drive our product roadmap
• Work with external partners (e.g. sales partners, resellers, consultants) to align onboarding timelines across parties and systems
• Process Improvement - build tooling, templates, and automation to scale onboarding across hundreds of customers: Understand the variations in our current processes and key gaps that hinder onboarding Create a standardized and scalable process that works for hundreds of customers Create customer education materials (e.g. demo videos) to reduce manual effort required by us Work with product/engineering to build features that improve customer onboardings Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines
• Understand the variations in our current processes and key gaps that hinder onboarding
• Create a standardized and scalable process that works for hundreds of customers
• Create customer education materials (e.g. demo videos) to reduce manual effort required by us
• Work with product/engineering to build features that improve customer onboardings
• Define + own + improve internal tracking mechanisms and KPIs for customer onboarding timelines

What we look for

• Must have : 1+ year of experience in a customer-facing role Experience at a SaaS startup (highly preferred) OR experience at a top consulting firm / elite company with clear interest in joining an early-stage startup Aptitude or demonstrated skill in these areas: Structured troubleshooting: knowing how to debug issues in software in a structured, methodical way Systems thinking: understanding concepts like data types, functional modules, system constraints, and data inter-dependencies Context-specific communication: producing crisp, customer-safe updates with facts, next steps, and timelines, that pivot context based on audience (e.g. cutsomer CFOs vs. internal engineers)
• 1+ year of experience in a customer-facing role
• Experience at a SaaS startup (highly preferred) OR experience at a top consulting firm / elite company with clear interest in joining an early-stage startup
• Aptitude or demonstrated skill in these areas: Structured troubleshooting: knowing how to debug issues in software in a structured, methodical way Systems thinking: understanding concepts like data types, functional modules, system constraints, and data inter-dependencies Context-specific communication: producing crisp, customer-safe updates with facts, next steps, and timelines, that pivot context based on audience (e.g. cutsomer CFOs vs. internal engineers)
• Structured troubleshooting: knowing how to debug issues in software in a structured, methodical way
• Systems thinking: understanding concepts like data types, functional modules, system constraints, and data inter-dependencies
• Context-specific communication: producing crisp, customer-safe updates with facts, next steps, and timelines, that pivot context based on audience (e.g. cutsomer CFOs vs. internal engineers)
• Nice to have : Hands-on experience with b2b SaaS software implementations Hands-on experience demoing SaaS software to potential customers Familiarity with the construction industry Experience with accounting concepts Experience working with APIs, SQL, Postman, or similar tools
• Hands-on experience with b2b SaaS software implementations
• Hands-on experience demoing SaaS software to potential customers
• Familiarity with the construction industry
• Experience with accounting concepts
• Experience working with APIs, SQL, Postman, or similar tools
• No need to have : Experience with Construction or at B2B SaaS/dev tools companies
• Experience with Construction or at B2B SaaS/dev tools companies
• Key traits: Project Management : you have elite project management and organization skills; you can manage many customer implementations (e.g. 15+) at once and are extremely detail oriented Customer-Facing : you are excellent with people; you have a high degree of empathy, patience, and relatability that makes building relationships and rapport with our customers easy Energized by People : you will work 1:1 with customers on Zoom most of your day; you are energized by building relationships and helping customers accomplish their goals Process Oriented : you will work with many similar users doing similar things; you love thinking about how to make good processes even better Curious : no construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs within 3 months of starting
• Project Management : you have elite project management and organization skills; you can manage many customer implementations (e.g. 15+) at once and are extremely detail oriented
• Customer-Facing : you are excellent with people; you have a high degree of empathy, patience, and relatability that makes building relationships and rapport with our customers easy
• Energized by People : you will work 1:1 with customers on Zoom most of your day; you are energized by building relationships and helping customers accomplish their goals
• Process Oriented : you will work with many similar users doing similar things; you love thinking about how to make good processes even better
• Curious : no construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs within 3 months of starting

Benefits

• Healthcare: we cover 90% of your healthcare costs with several plan options.
• 401k: we match 100% of your contributions, up to 4% of annual salary.
• Performance Bonuses: we offer annual performance bonuses when we hit company growth goals, which are a % of your base salary. These are large, meaningful rewards that scale with the amount we grow in a particular year.
• Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office.
• Breakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more.
• Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.
• Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!
• Commuter benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit.

In-Person

About the interview