Description

Who You Are

The Customer Success Engineer is responsible for providing ongoing support, strategic guidance, and technical expertise to customers while creating a positive customer experience and serving as the liaison between customers and internal teams.

The Customer Success Engineer focuses on developing long-term customer relationships, increasing customer satisfaction, maximizing solution adoption, minimizing customer churn, and identifying opportunities for account growth. This position combines customer success, technical consulting, account management, and customer advocacy responsibilities to ensure customers realize maximum value from DUMAC's products, services, and technology solutions.

What You'll Do
• Serve as the primary post-implementation customer relationship owner for assigned accounts
• Support customers transitioning from the sales and implementation cycle into ongoing operations
• Develop and maintain strong working relationships with customer stakeholders, operational leaders, and executive sponsors
• Conduct regular customer meetings, business reviews, and strategic planning sessions
• Assist customers with setting up, navigating, optimizing, and expanding utilization of DUMAC solutions and services
• Promote the value of DUMAC products, software solutions, managed services, professional services, and strategic offerings
• Monitor customer health, satisfaction, adoption metrics, and account activity
• Create and maintain customer success plans that support customer business goals and technology roadmaps
• Expand revenue potential through cross-selling and upselling of DUMAC products and services
• Assist with customer retention initiatives, contract renewals, and account growth planning
• Create and distribute training courses, educational materials, and customer enablement resources
• Respond to complex technical and operational issues generated by enterprise and strategic customers
• Coordinate customer escalations and resolution efforts with internal teams
• Provide feedback regarding product performance, enhancement requests, and market trends
• Maintain technical competency in DUMAC products and partner technologies

What You Bring to the Team
• Customer Retention Rate
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Health Score
• Quarterly Business Reviews Completed
• Expansion Revenue
• Referenceable Customer Growth

Preferred Qualifications
• Bachelor's degree, Associate degree, or equivalent experience in a related field
• Five (5) or more years of experience in Customer Success, Account Management, Technical Account Management, Professional Services, or related customer-facing roles
• Excellent written, verbal, presentation, and interpersonal communication skills
• Demonstrated ability to build trusted customer relationships and manage strategic accounts
• Strong organizational and project management skills
• Strong technical aptitude and ability to understand software, infrastructure, and integrated technology solutions
• Proficiency in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint
• Experience utilizing CRM and customer management platforms

Desired/Preferred Qualifications
• Strong knowledge of Point of Sale technology with experience supporting related retail technology solutions
• Experience supporting grocery, convenience store, petroleum, restaurant, or retail technology customers
• Excellent problem-solving and analytical skills
• Experience conducting Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
• Experience within SaaS, Managed Services, Technology Services, or Retail Technology organization

Work Environment

Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.

Physical EnvironmentPhysical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Must be able to sit for prolong periods of time

Other Duties/ChangesThis job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.

Compensation

Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an "at-will" position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.