Customer Success Engineering Lead

A Customer Success Engineering Lead is a player / coach role responsible for both hands-on technical execution and team leadership within the Customer Success organization.

This position combines the technical responsibilities of implementing and optimizing customer solutions with the leadership duties of managing a technical team within Customer Success.

The Customer Success Engineering Lead’s Team works directly with a team of Customer Success Managers to deliver technical services to the ClearPoint customer base.  As a player / coach, the Engineering Lead spends approximately 60% of their time on individual contributor work, focusing on complex technical implementations, process optimization, and strategic customer solution design.

The remaining 40% is dedicated to team management, including mentoring staff, coordinating project assignments, and ensuring consistent delivery quality across the team.

The Engineering Lead also acts as the primary escalation point for technical issues and works closely with the Product and Development Teams to triage issues, share customer insights, identify feature gaps, and shape the ClearPoint Product Roadmap and customer experience.  This role bridges the gap between customer business needs and optimal ClearPoint technical solutions while building team capabilities and establishing best practices for technical customer success operations.

The position requires strong technical skills, leadership capabilities, and the ability to balance individual contribution with team development responsibilities.  Responsibilities  Team Management and Development  Lead and manage a technical team inside of Customer Success, including performance management, goal setting, and professional development   Oversee the Support Team at ClearPoint for escalated, complex support tickets  Establish technical standards and best practices for customer success engineering operations  Work with Microsoft Office Suite to create templates, reports, and documentation that streamline operations   Participate in cross-functional initiatives to improve product functionality based on customer implementation patterns   Assign and prioritize work among team members based on skills, capacity, and project requirements   Contribute to the execution and effectiveness of the Customer Success strategy  Technical and Customer Delivery  Execute complex technical implementations for customer onboarding including advanced data migrations, custom configurations, and integration projects translating customer business requirements into optimal ClearPoint technical solutions  Develop and maintain automated solutions, frameworks, and internal tools that can be leveraged across the Customer Success Team   Support advanced SQL database integrations and complex data connection projects   Build and maintain Community Dashboard sites using WordPress and Divi Theme, with focus on scalable templates   Create and optimize scripts using JavaScript and other programming languages to automate repetitive processes   Lead root cause analysis of customer technical issues and develop generalized solutions to prevent recurring problems   Design and implement process improvements that reduce manual work and increase delivery efficiency across the team   Maintain technical documentation and standard operating procedures for customer success processes   Evaluate customer ClearPoint configurations and recommend optimizations to maximize platform value   Support advanced SAML SSO configurations and complex authentication setups   Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice Key Result Areas Build and maintain a high-performing Customer Success Engineering team through developing team capabilities and technical expertise  Reduce manual effort in customer onboarding and implementation through automation and process optimization  Improve scalability and efficiency of customer success technical operations  Increase customer satisfaction and health scores through reliable and consistent technical delivery  Minimize technical issues that impact customer experience  Required Education and Experience  4+ years of experience in technical implementation, software development, or technical operations roles   1+ years of team leadership or mentoring experience   Strong proficiency with SQL database queries and data manipulation   Experience with API integrations  Experience with web technologies including WordPress, HTML, CSS, and JavaScript   Advanced knowledge of Microsoft Office Suite including Excel, PowerBI, and automation tools   Experience with programming concepts and scripting languages   Proven ability to manage multiple projects and priorities simultaneously   Background in process optimization or technical operations   Experience with performance management and team development  Preferred Education and Experience  Bachelor's degree in Computer Science, Engineering, Information Systems, or six years of relevant technical experience   Experience leading technical teams in SaaS or customer-facing environments   Experience with SaaS platforms, API integrations, and Snowflake  Knowledge of database design and data modeling concepts   Familiarity with version control systems (Git) and collaborative development practices   Experience with business intelligence tools and reporting platforms   Background in customer-facing technology implementations   Understanding of authentication protocols including SAML and SSO   Project management certification or experience  Hybrid Work Breakdown In Office (3 Days) :

• Departmental and Team Meetings, Training and Upskilling, Collaborative Work, Customer requests and calls, Individual project work, Customer deliverables  Remote (2 Days) :   Customer requests and calls, Individual project work, Customer deliverables  Base Salary Range $120,000 - $150,000 Performance-based bonus program  Benefits Competitive salary commensurate with your experience Performance-based bonus program 100% paid health insurance & dental insurance 401(k) program Open vacation policy Professional development, training, and mentorship programs Why Work for ClearPoint?
• Chance to get in on the “ground floor” of a tech company with startup energy Ability to make a difference from day one Fantastic colleagues and customers Employee referral bonuses to encourage the addition of great new people to the team Team events and offsite retreats Company organized volunteer days Eligibility Requirements Candidates must live within commuting distance of our Arlington, VA office.  Employment is contingent upon successful completion of federal work authorization verification.
• We don't offer visa sponsorship.
• Employment is contingent upon successful background and reference checks. #LI-hybrid Interested?

Please read this posting carefully, visit our website, learn about us, and then apply.

Background checks will be conducted on all final candidates and on all employees who are promoted, as deemed necessary and may include :

All qualified applicants are strongly encouraged to apply.