Customer Success Engineer

At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes.

Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security.

Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of top companies around the world. We’ve raised over $47M funding backed by top-tier venture firms like Innovation Endeavors, Icon Ventures, Menlo VC, and Amplify Partners. See our Series B announcement here.

To learn more about our company culture, what to expect during the interview process, and what drives us here at Eppo, check out How We Work. You can also watch a demo of Eppo on our homepage and read more on our blog!

Note: There have been recent reports of fraudulent emails from people impersonating the Eppo talent team. All legitimate correspondence from Eppo will come only from geteppo.com. Anything else should be reported to LinkedIn as a scam. For more information on these fake job scams, you can see this resource from the FTC: https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms

About the Role

Our Customer Success Engineering team is growing! We’re looking for another Customer Success Engineer to partner closely with our Engineering, Product, and Customer Success teams to support customers in their experimentation journey. Reporting to Engineering, this will be a highly technical, cross-functional, visible role in which you will work with technical and Go-to-Market stakeholders to surface customer insights with the goal of driving customer success and improving product experience. You will be responsible for handling complex technical issues and customer escalations, delivering value to customers by representing their voice in prioritization meetings and driving their adoption of the Eppo product.

If you are a customer champion, passionate about solving problems, and eager to lead strategic initiatives to enhance the customer experience, you’ll bring tremendous value to our team, customers, and the Eppo product.

What you’ll do as a Customer Success Engineer:

• Become an Eppo expert and owner of top-level technical customer escalations and post-sales activities:

  • With Product, ensure features necessary for Eppo’s adoption are being prioritized

  • Monitor customers data pipelines to ensure they run smoothly.

  • Help customers scale their data warehouse setup with their usage.

  • Develop internal analytics tools to track our customers’ usage (Hex, Retool) and the quality of their experience

• As the customer advocate, you will partner with Engineering, Product, and Design to lead strategic initiatives focused on improving customer and product experience.

• Act as a technical advisor in key customer conversations with Go-to-Market teams to prevent customer churn and further other customer adoption initiatives

• Contribute to Eppo Help Site documentation and the knowledge base

Skills

What you’ll bring to the team:

• Experience in a customer-facing technical role, in post-sales, customer success, or support

• Strong knowledge of SQL and web-based technologies – you should be very comfortable navigating data in SQL and working with modern front-end and analytics technologies like CSS, JavaScript, Python, and/or R

• Track record of managing complex technical customer escalations including customer and internal stakeholder communication

• Proven ability to multi-task (since you could be managing one or more customer escalations!)

• Bonus: Experience working in the data and analytics space, especially in a customer success environment

• Bonus: Foundational knowledge of statistics and experimentation

Compensation

• Competitive salary and early team equity. The estimated salary range for this role is $140,000-$170,000, depending on experience.

• Top of the line health, dental, and vision insurance

• New laptop/equipment of your choice and whatever else you need to be productive

• Compensation for learning materials, tools, and resources to help you learn and grow