Customer Success Engineer; India GCC

Position: Customer Success Engineer (India GCC)
Location: India

About Copado

Copado is the leading Dev Ops platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

Job Summary

The Customer Success Engineer is a highly technical, strategic advisor dedicated to supporting global customers operating Global Capability Centres (GCCs) in India. Moving beyond the traditional scope of account management, this position requires a strong technical aptitude to provide hands-on, day-to-day technical guidance and establish Dev Ops best practices directly with India-based delivery teams.

Operating much like a Pre-Sales Engineer or Solutions Architect, you will act as a "Tier 1" technical partner and an extension of the customer's engineering team. Crucially, you will work closely with a global team, collaborating cross-functionally to creatively solve complex problems and deliver seamless customer experiences. You will leverage deep technical acumen to optimize Salesforce Dev Ops delivery, streamline complex release processes, and ensure seamless adoption.

You will own the full account lifecycle and drive tailored success plans while acting as the definitive technical expert to help India GCCs scale efficiently, mitigate deployment risks, and maximize the value of the Copado platform.

Key Responsibilities

* Account Ownership & Technical Guidance:
Own and manage accounts while providing day-to-day technical guidance for customers' Dev Ops setups in India.

* GCC Support:
Serve as a trusted advisor and strategic partner for global customers operating Global Capability Centres (GCCs), leveraging proximity to tech hubs like Bangalore for in-person interactions.

* Consultative Expertise:
Act as a consultative technical expert, providing tailored advice to drive Copado adoption, optimize complex release processes, and minimize risk.

* Success Planning:
Independently develop and execute success plans with customers, ensuring long-term business impact and continuous value realization.

* Quarterly Business Reviews:
Conduct in-depth Quarterly Business Reviews (QBRs) analyzing DORA metrics (Deployment Frequency, Lead Time, etc.) to demonstrate ROI and process improvement.

* Value Articulation:
Clearly articulate Copado's value proposition, aligning features and capabilities to enterprise customer needs in a consultative manner.

* Cross-functional Collaboration:

Collaborate cross-functionally with Sales, Professional Services, Product, and Engineering to deliver seamless customer experiences and drive successful adoption.

* Risk Mitigation:
Identify key barriers to success and proactively provide prescriptive solutions to optimize team efficiency, mitigate risks, and enhance release strategies.

* Escalation Management:
Take ownership of customer escalations, ensuring swift issue resolution and long-term preventive strategies.

* Account Growth:
Identify technical gaps where Copado solutions can add value, collaborating with Sales to expand the platform's footprint.

Requirements

* Strong "Dev Ops DNA" with core expertise in Git, CI/CD, and pipelines. We prioritize foundational Dev Ops knowledge over relationship-only management, as we can teach a Git expert Salesforce specifics.

* Proven experience as a Pre-Sales Engineer, Solutions Architect, Dev Ops Consultant, or highly technical Customer Success Manager within a SaaS or cloud environment.

* Consultative presence with the ability to comfortably lead technical troubleshooting, architecture discussions, and business reviews.

* Experience supporting global customers and understanding the operational framework of a Global Capability Centre (GCC).

* Proven track record of driving enterprise customer success through strategic engagement, proactive risk management, and tailored success plans.

* Exceptional problem-solving skills, with the ability to identify challenges and propose creative, scalable solutions.

* Experience in Quarterly Business Reviews (QBRs), value realization frameworks, and adoption optimization.

Qualifications & Experience

* Familiarity with Copado's platform, Salesforce Dev Ops, or related release management tools.

* Knowledge of Agile methodologies, Dev Ops transformation, and testing frameworks.

* Understanding of integration capabilities and enterprise tool chains (ALM, ITSM, security & compliance tools, etc.).

* Experience developing scalable playbooks, success plans, and enterprise engagement strategies.