Customer Success Engineer

About Us

AI is evolving faster than most companies can govern it. We're here to change that.

Lattice Flow AI is the technical AI governance platform built for the agentic era, helping enterprises evaluate, secure, and control AI risk before it becomes a liability. Founded by ETH Zurich researchers and recognized in Gartner's first-ever Magic Quadrant for AI Governance Platforms, we sit at the intersection of cutting-edge AI research and real-world enterprise needs.

We co-developed COMPL-AI, the first technical EU AI Act compliance framework, and continue to work at the intersection of advanced AI research and real-world enterprise needs.

Trusted by leading organizations, we are building the foundation for responsible AI adoption at scale.

We are growing and looking for a Customer Success Engineer to join us in solving some of the most important challenges in AI governance today.

As a Customer Success Engineer at Lattice Flow AI, you are the person who owns the outcome, not just the relationship. From the moment a prospect enters a proof-of-value to the day they renew and expand, you define what success looks like, make sure it gets delivered, and ensure customers always feel the value of what Lattice Flow AI makes possible.

Key Responsibilities:

• Lead pre-sales engagements from a success perspective, define success criteria with the prospect upfront, set the conditions for conversion, and own the narrative that takes a deal from POV to close
• Partner closely with the FDE to ensure every technical deployment delivers against the success criteria you've defined, you manage the outcome, the FDE executes the work
• Own the full post-signature customer journey: from onboarding through adoption, expansion, and renewal
• Maintain deep, trusted relationships with your customers, understanding their evolving needs, challenges, and strategic priorities, and connecting them to the value Lattice Flow AI delivers
• Monitor customer health, usage signals, and adoption trends; translate those signals into proactive actions before they become risks
• Own renewal readiness across your book of business, no surprises, clear value demonstration, and a strong case built long before the renewal conversation starts
• Collaborate with Sales on expansion opportunities; you are the bridge between customer outcomes and commercial growth
• Act as the voice of your customers internally, feeding insights on what's working, what's not, and what the product needs to keep customers successful

What you’ll bring to our team?

• A solid technical foundation:
  You're comfortable with APIs, AI/ML workflows, and navigating complex enterprise environments
• Pre-sales experience is a must:
  You've run demos, supported POVs, or owned technical evaluations and know how to move a room
• Experience in post-sales delivery: onboarding, implementation, or customer success in a B2B SaaS or AI/ML product environment
• A commercial mindset:
  You understand renewal cycles, expansion signals, and what it takes to retain and grow an account
• Strong communication skills:
  You can shift your message between a machine learning engineer and a Chief Risk Officer without missing a beat
• Familiarity with AI governance or compliance frameworks (EU AI Act, NIST, ISO 42001) is a strong plus
• A builder's mentality:
  You create structure where there isn't any and you don't wait to be told what needs fixing
• Candidates should be comfortable working from the office and thrive in a fast-paced environment where ownership is the default

• Work alongside domain experts and leaders in their fields. As an ETH Zurich spin-off, we bring deep academic roots and entrepreneurial spirit. Our team includes people from over 12 nationalities, fostering a truly global and…