Senior Customer Success Engineer

Description

Flint is looking for a Lead Customer Success Engineer to build the systems behind our Customer Success function.

We have two strong beliefs about Customer Success.

First: CS is a revenue function.

The job is not just to make customers happy. It is to drive adoption, retention, expansion, and ultimately NRR.

Second: much of traditional CS should be automated.

A growing customer base should not require headcount to grow at the same rate. We want to automate everything around the customer relationship that does not actually require a human. The more we can automate, the more human interaction we can have with teachers where it actually matters.

WHAT YOU’LL OWN

Company-wide NRR, with a target of 110%+

Customer health, churn signals, expansion signals, and renewal forecasting

Automated onboarding, adoption, renewal, and expansion workflows

CS tooling, reporting, internal tools, and automations

Systems that make the wider CS team more efficient to ensure they hit their metrics

Technical escalations for complex customer problems

Understanding why customers retain, expand, or churn and turning those lessons into repeatable systems

Ensuring that other customer success team members know how to interact with and use the system

BUILDING AT FLINT

You’ll be the primary builder in CS, but not the only builder.

You own the more complex, reusable, or function-wide systems.

If it affects one customer, someone else can probably build it.

If it affects multiple customers, it’s probably yours.

The buck for Customer Success stops with you. You won’t personally do every piece of CS work, but you are accountable for whether the function works: whether customers retain, expand, get value from Flint, and whether the systems around them scale.

We care less about which tools you use than whether what you build works.

WHAT SUCCESS LOOKS LIKE

110%+ NRR

Strong GRR

Accurate renewal forecasting

Churn and expansion identified early

Increasingly automated CS workflows

More revenue supported per CS employee without customers feeling less supported

The wider CS team becoming increasingly capable of building for themselves

Requirements

• You might come from Customer Success, or anywhere else which requires high ownership for commercial ownerships.
• You’re likely a fit if you:
• Have worked in a startup before, or anywhere is that is of high intensity and ambiguity.
• Have actually built technical systems. You personally have experience with tools such as Claude Code, Cursor, or anything else. You're not just ideating with someone, or writing the brief.
• Think commercially and want to be accountable for revenue outcomes
• Naturally look for things that can be automated
• Are comfortable working directly with customers when needed
• Can move between customer problems, data, workflows, and technical systems
• Prefer ownership and ambiguity over mature playbooks
• Experience: 3+ years
• Visa: US citizen/visa only