Customer Success Engineer / Manager

Company: Confidential - Venture-backed AI fintech startup
Location: New York, NY (in person)
Compensation: $150,000 - $200,000 base + upsell commission and retention bonuses + 0.03% - 0.1% equity
Employment Type: Full-time
Visa Sponsorship: Not available

About the Company

A venture-backed startup automating debt collection with generative AI agents that handle the full recovery process respectfully and outperform human collectors at a fraction of the cost.

The Role

Our client is hiring a founding Customer Success Engineer to own customer relationships after the implementation handoff, keeping accounts healthy and expanding and preventing churn. The forward-deployed engineers handle the launch; you take over from there, owning ongoing AI agent support, proactive account monitoring and upsell execution across a growing book of accounts. Success means smooth handoffs, strong satisfaction, 100% retention and expansion revenue.

What You Will Do

• Serve as primary contact for a growing book of post-implementation accounts.
• Monitor usage, performance and health signals to catch churn risk early.
• Resolve technical and configuration questions independently, escalating the rest with clear context.
• Drive upsell and expansion by finding new use cases.
• Tune AI agents through configuration and prompt-level changes to improve outcomes.
• Manage smooth handoffs from the forward-deployed engineering team.

What You Bring

• 3+ years in technical customer success, solutions engineering or a closely adjacent role
• Experience managing multiple accounts with strong written and verbal communication
• A commercial mindset with a record of upsell or expansion
• Comfort troubleshooting technical issues and adjusting configurations
• Based in New York City and able to work in person

Nice to Have

• AI, SaaS or automation startup experience with hands-on customer enablement
• Familiarity with AI agents, prompt engineering or workflow automation
• Owning a book of accounts at an early-stage company without a playbook