ReadMe

Engineer

• Own a book of enterprise accounts end to end, including onboarding, adoption, renewal assistance, and expansion
• Serve as the primary technical and strategic contact for each account
• Participate in implementation kickoffs, working sessions, QBRs, and escalations
• Act as the product subject-matter expert and answer product questions in real time
• Debug customer issues alongside customers
• Review OAS files and support CI/CD syncing through the ReadMe CLI or API
• Troubleshoot custom JavaScript/CSS and authentication setups
• Prototype solutions before handing them off to Engineering
• Use AI tools to draft implementation plans, analyze account health, triage and summarize customer requests, prototype scripts, and automate repetitive work
• Identify expansion and growth opportunities and partner with Sales to close them
• Advocate for customers internally and provide structured product and bug feedback to Product and Engineering
• Meet role KPIs including time to implementation, NPS scores, and NRR
• Consult on roadmap positioning to maximize the enterprise experience

Forward Deployed Engineer

Technical Customer Success

• Own a book of enterprise accounts end to end, including onboarding, adoption, renewal assistance, and expansion
• Serve as the primary technical and strategic contact for accounts
• Participate in implementation kickoffs, working sessions, QBRs, and escalations
• Act as the product subject-matter expert and answer product questions in real time
• Debug customer issues alongside customers
• Review OAS files and help configure CI/CD syncing through the ReadMe CLI or API
• Troubleshoot custom JavaScript/CSS and authentication setups
• Prototype solutions before handing them to Engineering
• Use AI tools to draft implementation plans, analyze account health, triage and summarize customer requests, prototype scripts, and automate repetitive work
• Identify expansion and growth opportunities and partner with Sales to close them
• Advocate for customers internally and provide structured product and bug feedback to Product and Engineering
• Build customer relationships, run implementation kickoffs, resolve technical questions, and track KPIs such as time to implementation, NPS, and NRR

Forward Deployed Engineer

Technical Customer Success Manager