Customer Success Engineer, Part Time

Job not on LinkedIn

🔥 6 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $40 - $50 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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Sciemo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2025

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Sciemo is an AI-powered platform built for consumer brands that unifies messy internal and external data to generate demand and supply insights, automate planning decisions, and measure real-world commercial impact. The company delivers SaaS tools for demand forecasting, promotion optimization, inventory and distribution management, and integrated business planning (IBP), promising faster decisions and measurable lifts in revenue and margin. Sciemo deploys on customers' cloud environments or its secure AWS instance and structures pricing around delivered impact.

📋 Description

• Serve as the primary customer point of contact and run regular office hours, including dedicated sessions per client • Bring in engineering and the wider team for deeper answers while owning the customer relationship • Develop methods, cadence, and communication style for useful customer sessions • Run virtual trainings and onboarding sessions to help customers realize product value • Build repeatable enablement formats, walkthroughs, and scalable materials • Create and maintain user documentation, guides, how-tos, and knowledge base content for ONE • Keep documentation current and create articles for recurring questions • Own the customer support queue, including receiving, triaging, and handling access, account, sign-in, data correction, configuration, and how-to requests • Keep customers informed against response and resolution targets and close the loop on follow-up work • Reproduce and diagnose genuine product issues and raise well-evidenced bugs or incidents for engineering • Evaluate customer suggestions, identify patterns, and turn feedback into prioritized feature requests • Advocate for customer needs and help improvements reach production • Handle first- and second-line support, escalating code-change or infrastructure work to engineering with diagnosis attached • Use elevated product access while leaving internal corporate systems to engineering • Improve customer retention, reduce support volume through training and documentation, and surface product improvements

🎯 Requirements

• Based in the United States and able to work US business hours • Excellent written and spoken customer-facing communication • Comfort running live trainings and office hours • Strong writing skills for creating clear, reusable guides • Disciplined use of a ticketing system, including clear classification • Technical fluency to reproduce bugs, read error messages, understand single sign-on and multi-factor authentication, and investigate permissions problems • Sound judgment about when and how to escalate, with evidence-based handoffs to engineering • Ability to identify recurring problems or requests and turn them into concrete product proposals • Nice to have: experience in customer success, customer training, or enablement for a B2B software product • Nice to have: B2B software support desk experience and familiarity with a service-desk tool such as Jira Service Management • Nice to have: experience building user documentation or a knowledge base • Nice to have: exposure to an ITIL-style service model • Nice to have: comfort using AI assistants for triage, classification, and drafting • Software-engineering background is not required

🏖️ Benefits

• Part-time contract role with opportunity for more hours • Company-sponsored travel to New York City for in-person collaboration sessions one week each month • Equal opportunity and diversity, inclusion, and equitable hiring practices • Accommodations available during the hiring process