Customer Success Engineer

Join a high-impact Customer Success team focused on helping customers solve business problems related to innovation, intellectual property, competitive intelligence, and R&D decision-making.

The Customer Success Engineer II leads strategic customer engagements, supports enterprise onboarding and enablement, and partners cross-functionally with Sales, Product, Marketing, and Technology to drive adoption, retention, and expansion.

The primary objective of the Customer Success team is to foster customer renewals and growth while deepening customer value and understanding customer business needs.

• Develop and maintain a strong working knowledge of the organization's software solutions, workflows, and customer use cases.
• Lead product demonstrations, onboarding, customer training, and strategic account engagements across multiple product lines.
• Support the full customer lifecycle, including discovery, solution design, proof-of-concept activities, onboarding, adoption, renewals, and expansion.
• Translate customer workflows and business goals into solution recommendations tied to measurable value and ROI.
• Partner with Sales on technical validation, objection handling, account strategy, and customer enablement.
• Champion customer feedback and feature requests by providing insights to Product and Engineering on enhancements, usability, and workflow improvements.
• Work with customers to understand intellectual property, innovation, and competitive intelligence workflows and apply software solutions effectively.
• Identify upsell and cross-sell opportunities while engaging both existing and prospective customers.
• Assist with the creation of training materials, webinars, release communications, and customer-facing content.
• Provide advanced technical support and escalation assistance for customers and internal teams.
• Mentor junior Customer Success team members and contribute to best practices for demonstrations, onboarding, and customer engagement.
• Perform other duties as assigned.

Technology/Equipment/Tools

• Proficiency with Customer Relationship Management (CRM) software (such as Salesforce) and Microsoft Office.
• Experience using webinar, presentation, analytics, and reporting tools.
• Familiarity with large language model (LLM) technologies and modern SaaS environments.

Qualifications

Education

• Bachelor's degree required, preferably in Engineering, Science, Business, Information Systems, or a related field.
• Master's degree or MBA preferred.

Experience & Skills

• 5-10+ years of experience in Customer Success, Solutions Engineering, Technical Consulting, Enterprise SaaS, or Pre-Sales Engineering.
• Strong understanding of customer onboarding, adoption, retention, and expansion within SaaS or software-driven environments.
• Experience managing customer relationships and supporting complex B2B or enterprise engagements.
• Ability to lead presentations and discussions with both technical and non-technical stakeholders, including executive leadership.
• Understanding of new product development, innovation workflows, and how organizations evaluate and protect research investments.
• Knowledge of intellectual property and patent-related workflows preferred; experience with patent search, licensing, or innovation management is a plus.
• Experience with software platforms, databases, analytics, and natural language or semantic search tools is highly desirable.
• Strong organizational, analytical, communication, and problem-solving skills.
• Demonstrated ability to manage multiple priorities, work independently, and collaborate across Sales, Product, Marketing, and Engineering teams.
• Ability to work effectively with all levels of management while contributing as a collaborative, customer-focused team member.
• Must be eligible to work in compliance with ITAR/Export Control regulations, which may require U.S. citizenship.