Customer Success Engineer

As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement.

This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value.

• Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from Synapti
  
  Q.
• Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals.
• Identify opportunities for upselling and cross-selling that deepen customer engagement and value.
• Define and report on success metrics for each account — including customer satisfaction scores, retention rates, and revenue generated from expansion.

• Continuously monitor customer health metrics to identify critical patterns and trends.
• Proactively address potential issues before they escalated, and surface opportunities for further engagement and improvement.

• Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer.
• Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.

• Conduct comprehensive training sessions and webinars so clients become proficient with the SynaptiQ platform.
• Develop user guides and training materials tailored to client needs.
• Foster customer advocacy by creating case studies and testimonials and facilitating customer references that highlight the success and value of the platform.

• Work collaboratively within the Customer Success team and across Presales, Support, and Development.
• Contribute to the ongoing growth and improvement of the platform and services by channeling real customer insight back into the organization.
• Assist in trade shows or events as a customer-facing, technical reference for Synapti
  
  Q.

We are looking for someone with exceptional personal attributes, strong soft skills— including empathy, patience, excellent listening skills, and the ability to remain calm under pressure. Someone who has a proactive, solution-oriented attitude with a strong get-things-done mentality. Our US operations are still young, so someone who is keen on working in a start up environment (even though 3E has been around for 27 years) and helping us shape the organisation and this role further would fit right in.

Furthermore, our ideal candidate comes with:

• Minimum 2 years of experience in a customer-facing role
  , ideally in a high-growth environment.
• A bachelor’s degree in a technical field (computer science, engineering, data, or similar) or equivalent practical experience
• Familiarity with SaaS or asset performance management platforms.
• Proven track record of man…