Senior Solutions Engineer – Enterprise CX, NPS

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🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟠 Senior

💻 Solutions Engineer

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CustomerGaige

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2007

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 Seed Round - CustomerGauge on 2020-01

SaaS • B2B • Artificial Intelligence

CustomerGauge is a B2B customer experience (CX) platform that captures account-level, real-time feedback and ties Net Promoter Score (NPS) and other signals directly to revenue, risk, and financial outcomes. The platform emphasizes Account-Centric and Revenue-Based NPS, provides dashboards and analytics (including a Monetize CX view), and includes AI-driven agents (Gaige AI) that analyze unstructured feedback and generate response recommendations and action signals. CustomerGauge is sold as a SaaS solution for B2B companies across industries (manufacturing, CPG, logistics, technology, services) to protect and grow account revenue by surfacing churn risk, expansion opportunities, and prescriptive playbooks for closing the loop with customers.

📋 Description

• Bring genuine NPS and CX domain expertise into every conversation, connecting platform capabilities directly to measurable business outcomes that matter to the buyer • Own the technical side of sales cycles, leading discovery, solution architecture, proof-of-concept engagements, and executive presentations • Partner closely with the sales team to shape and accelerate deals from a technical and domain standpoint, positioning CustomerGauge as the clear, credible choice • Translate complex business and technical requirements into solution designs that hold up under scrutiny: integration architecture, data flows, program configuration, and implementation approach • Help respond to RFPs and security questionnaires; lead technical deep-dives with IT, data, and operations stakeholders • Engage at all levels of the prospect organization, from IT architects and program owners to the C-suite, with equal fluency • Transition closed accounts into long-term managed relationships and own the commercial relationship: renewals, upsells, and multi-year expansions • Serve as the ongoing trusted advisor for a portfolio of strategic accounts, the person customers call when they need guidance • Build and maintain executive-level relationships while staying connected to day-to-day program owners and champions • Run executive business reviews that connect CustomerGauge outcomes to customer revenue, retention, and loyalty metrics • Identify and manage risk proactively: surface churn signals early and build mitigation plans • Collaborate with CustomerGauge services and executives to deliver win-win outcomes across the customer organization • Represent the voice of the customer internally to influence product direction and roadmap priorities

🎯 Requirements

• 10+ years of experience in technical presales, with additional account management or customer success responsibility, ideally in B2B SaaS • Deep, hands-on expertise in NPS, customer experience measurement, or customer feedback programs; this is required, not a bonus; experience with Voice of the Customer (VoC) program design and implementation • Proven ability to lead complex technical sales cycles at the enterprise level: solution architecture, integration design, RFP responses, and proof-of-concept engagements • Demonstrated track record as a technical trusted advisor: prospects and customers seek your counsel on architecture, program design, and strategy • Experience managing strategic accounts post-close: renewals, expansions, and executive relationships • Comfortable owning commercial conversations and negotiating contracts • Strong executive presence; equally effective in a technical deep-dive and a C-suite business review • Exceptional communication and presentation skills; you make the complex feel simple • Bachelor’s degree required

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities