Customer Success Engineer
Job overview
As a member of our Customer Success team, you'll onboard, guide, and support customers as they adopt Swarmia into their daily work. You'll work closely with a small group of experienced technical Customer Success Managers and partner with Sales and Product to shape how we support fast growing startups and mid market companies in the region.
Swarmia is designed to be flexible and opinionated, while still adapting to how different engineering teams work. You'll become a product and domain expert in engineering analytics and developer productivity, helping customers make better decisions about how they build software and run engineering teams.
This is a hybrid role based in New York, with regular in-office collaboration.
About Swarmia
Swarmia is a fast-growing B2B SaaS company that helps some of the best software companies in the world, including Miro, Superhuman, and Bolt, measure and systematically improve developer productivity and experience. We’ve built an international team of talented people who work from our HQ in Helsinki, our office in NYC, as well as remotely from other parts of the US.
In this role you will
Own and manage a portfolio of mid market customers
Lead onboarding, implementation and adoption to ensure customers reach value quickly
Build strong relationships with engineering leaders and product teams
Proactively monitor customer health and address risks before they escalate
Run regular check ins focused on outcomes, not just product usage
Identify expansion opportunities and partner with Sales when accounts grow
Manage renewals for your book of business
Collect and synthesize customer feedback to influence product decisions
Help define scalable customer success processes as the company grows
You should apply if
You have three plus years of experience as a Customer Engineer, Sales Engineer, Solutions Engineer, Technical Account Manager, or Technical Customer Success Manager in B2B SaaS. Ideally in developer tools or products built for engineering teams.
You are technical enough to earn the trust of Engineering and Product Leadership. You understand software development workflows, CI/CD, Git, Jira, and how modern teams ship code.
You have led end to end onboarding for technically complex products. You can run a structured four to eight week implementation, proactively spot risks and opportunities of product adoption, and get customers to real value fast.
You have delivered product demos, technical trainings, or enablement sessions to engineering teams and leadership.
You are comfortable managing a book of dozens mid-market customers, exceeding $1.5MM in total ARR while keeping retention and adoption high.
You enjoy working cross functionally with Sales, Product, and Engineering. You can translate customer feedback into clear product insights.
You like becoming a domain expert. You enjoy understanding how a product works under the hood and why it was built that way.
You want to work with ambitious engineering organizations and help them improve how they build software.
You should not apply if
You tend to thrive with a more focused book of larger customers. In this role, you'll manage a book of dozens of mid-market customers, balancing personalized relationships with efficient, scalable support.
You are looking for a relationship only role with light product involvement. You will regularly discuss integrations, data quality, metrics definitions, engineering workflows, and configuration choices with technical stakeholders.
You expect renewals and upsells to be the main focus of the role, while not focusing on adoption, engagement, and helping the customer achieve their business goals.
Interview process
Our interview process is thoughtful and thorough. We want to make sure that every person who joins Swarmia is set up for success, and that you have enough information to decide whether Swarmia is the right place for you. The process for this role is as follows:
Intro call with recruiting - 45 minutes
Hiring manager interview - 45 minutes
Role play customer demo interview - 45 minutes
Final panel interview onsite in New York - 45 minutes
Benefits
Annual salary plus meaningful equity
Comprehensive benefits, including 401(k) matching
Flexible model of work
Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work)
Swarmia provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We’re committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.