Customer Success Engineer

Element451

. Review implementation handoff artifacts, including configuration summaries, integration overviews, known issues, open items, and key workflows .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in CRM configuration, integration, and workflow design, with a strong focus on translating customer needs into actionable solutions. Possesses excellent communication skills to effectively engage with both technical and non-technical stakeholders.

Highest-signal resume keywords

CRM Configuration ExpertiseTechnical Discovery SkillsIntegration And API LiteracyCoaching And EnablementCustomer-Facing Experience In B2B SaaS

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM ConfigurationWorkflow DesignData ReportingIntegration ConceptsTechnical TroubleshootingRequirements GatheringAPI LiteracySegmentation LogicJourney DesignTechnical Escalation Management

Soft Skills

Excellent CommunicationCoaching MindsetStakeholder AlignmentProblem-SolvingReliability

Tools & Technologies

Element451SlateSalesforce Education CloudEllucian CRM AdvanceTargetX

Industry Keywords

Higher Education CRMB2B SaaSCustomer SuccessImplementationTechnical Account Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Review implementation handoff artifacts, including configuration summaries, integration overviews, known issues, open items, and key workflows
Participate in complex handoff calls and identify configuration risks or adoption blockers
Serve as the primary technical resource for AMs on platform questions, configuration, workflow logic, reporting, and integrations
Join customer calls for QBRs, escalations, complex workflow discussions, AI strategy sessions, and platform design conversations
Coach AMs on platform fundamentals, AI agent logic, and integration concepts
Build and maintain troubleshooting guides, FAQs, explainers, and reusable enablement patterns
Lead post-go-live technical discovery and translate customer needs into requirements and recommended approaches
Provide solution options with tradeoffs involving configuration, workflow design, data implications, effort, and risk
Facilitate technical working sessions with Enrollment Ops and IT stakeholders
Produce solution artifacts covering requirements, approach, dependencies, risks, and definition of done
Own Tier 1 post-go-live configuration, troubleshooting, and workflow guidance; triage and package Tier 2 work for Professional Services
Diagnose technical escalations, identify root causes, and drive resolution
Coordinate with Support and Engineering on product-level investigations and communicate clear updates to AMs
Establish escalation intake, prioritization, expectations, and communication norms
Track recurring escalation themes and provide structured feedback to Product, Support, and Implementation
Stay current on releases and brief the CS team on relevant changes
Maintain fluency across CRM configuration, student journey logic, AI agent behavior, communication workflows, application management, and reporting
Develop best-practice patterns for higher education use cases
Connect CS, Implementation, Support, and Product and help identify systemic portfolio issues
Contribute to a durable knowledge base and standardize solutions

Requirements

What you’ll need

4–7 years in a technical, customer-facing role in B2B SaaS (Customer Success Engineer, Technical Account Manager, Solutions Consultant, or implementation-adjacent CS role)
Direct experience with a higher education CRM and its workflows; Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or similar strongly preferred
Strong technical discovery skills, translating vague pain into concrete requirements and recommended approaches
Deep command of CRM configuration: objects and fields, segmentation logic, workflow and journey design, and reporting implications
Integration and API literacy sufficient to diagnose symptoms, communicate credibly with IT teams, and understand broken data synchronization
Ability to lead technical working sessions with Enrollment Ops and IT, align stakeholders, and communicate outcomes to AMs
Excellent communication skills, making technical concepts accessible to non-technical audiences without losing precision
Coaching mindset and ability to build reusable enablement assets
High ownership and reliability across a shared portfolio