Customer Success Engineer

🕒 October 6

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 15%

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Element451

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

📣 Marketing

📚 Education

💰 $3.5M Series B on 2022-10

Consulting • Marketing • Education

Element451 is the AI First CRM and Student Engagement Platform enhancing staff productivity and enriching student engagement in higher education. By leveraging AI technology, Element451 addresses the evolving expectations of students and the increasing demands on educational institutions. The platform offers AI assistants tailored for both students and staff, along with intelligent data analytics, aimed at creating a more connected and efficient campus experience.

📋 Description

• Review implementation handoff artifacts, including configuration summaries, integration overviews, known issues, open items, and key workflows • Participate in complex handoff calls and identify configuration risks or adoption blockers • Serve as the primary technical resource for AMs on platform questions, configuration, workflow logic, reporting, and integrations • Join customer calls for QBRs, escalations, complex workflow discussions, AI strategy sessions, and platform design conversations • Coach AMs on platform fundamentals, AI agent logic, and integration concepts • Build and maintain troubleshooting guides, FAQs, explainers, and reusable enablement patterns • Lead post-go-live technical discovery and translate customer needs into requirements and recommended approaches • Provide solution options with tradeoffs involving configuration, workflow design, data implications, effort, and risk • Facilitate technical working sessions with Enrollment Ops and IT stakeholders • Produce solution artifacts covering requirements, approach, dependencies, risks, and definition of done • Own Tier 1 post-go-live configuration, troubleshooting, and workflow guidance; triage and package Tier 2 work for Professional Services • Diagnose technical escalations, identify root causes, and drive resolution • Coordinate with Support and Engineering on product-level investigations and communicate clear updates to AMs • Establish escalation intake, prioritization, expectations, and communication norms • Track recurring escalation themes and provide structured feedback to Product, Support, and Implementation • Stay current on releases and brief the CS team on relevant changes • Maintain fluency across CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting • Develop best-practice patterns for higher education use cases • Connect CS, Implementation, Support, and Product and help identify systemic portfolio issues • Contribute to a durable knowledge base and standardize solutions

🎯 Requirements

• 4–7 years in a technical, customer-facing role in B2B SaaS (Customer Success Engineer, Technical Account Manager, Solutions Consultant, or implementation-adjacent CS role) • Direct experience with a higher education CRM and its workflows; Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or similar strongly preferred • Strong technical discovery skills, translating vague pain into concrete requirements and recommended approaches • Deep command of CRM configuration: objects and fields, segmentation logic, workflow and journey design, and reporting implications • Integration and API literacy sufficient to diagnose symptoms, communicate credibly with IT teams, and understand broken data synchronization • Ability to lead technical working sessions with Enrollment Ops and IT, align stakeholders, and communicate outcomes to AMs • Excellent communication skills, making technical concepts accessible to non-technical audiences without losing precision • Coaching mindset and ability to build reusable enablement assets • High ownership and reliability across a shared portfolio

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