As our Customer Success & Implementation Engineer, your first priority is making our customers successful - starting from the moment they sign. You own their journey from technical onboarding through to long-term partnership: you set up their platform, dig into their use case, and design how Sitemark fits into their workflow. You're equal parts engineer and relationship builder - technical enough to configure a customer's environment and prepare their data, and customer-focused enough to build the trust that turns satisfied customers into loyal, long-term partners.
TasksWhat you'll do- Own the customer journey end to end - run a structured technical onboarding process, drive adoption, and turn satisfied customers into loyal, long-term partners.
- Define the implementation strategy for each customer: analyze their use case, understand how they work, and design the platform setup that serves them best - then make sure sites are configured to that standard, whether hands-on or by guiding others.
- Translate customer workflows into the right Sitemark solution - map their processes onto the platform's capabilities and work with them to get it live and adopted.
- Own the quality of customer data flowing into the platform - set the standards for site layouts (CAD/DXF), drone and GIS data, project schedules, and other imports, so every customer starts from a clean, reliable foundation.
- Build and run a self-sustaining customer success and support system for customers, resellers, partners, and pilots - so issues get resolved fast and support requests go down over time.
- Deliver product training and education that helps customers get the most out of Sitemark, and become the in-house expert who supports customers and colleagues on using and optimizing the product.
- Feed customer needs and implementation friction back to the product team, and streamline the onboarding and implementation process so every rollout is faster and smoother than the last.
What success looks like after 6-12 months- New customers are onboarded through a repeatable, structured implementation process - platforms are set up right the first time, and time-to-value keeps shrinking.
- Every customer's setup reflects their actual use case - solutions are designed with them, not just delivered to them - and adoption and retention are up.
- Customer data (layouts, schedules, drone data) flows into the platform cleanly, with validation and tooling that makes imports predictable.
- The support system runs largely on its own - issues get resolved fast, and support requests are trending down as customers become self-sufficient.
- You're the recognized in-house product expert, and customers see Sitemark as a long-term partner, not just a vendor.
Requirements- A hybrid profile: as strong with customers as you are with technical systems - you can run a kickoff call in the morning and troubleshoot a data import in the afternoon.
- A bachelor's degree or higher in a relevant field. An engineering background or technical experience is a big plus.
- Comfort working with technical data formats - CAD/DXF drawings, GIS data, project schedules - and learning new tools quickly.
- Exceptional stakeholder-management skills - you juggle multiple projects and functions without dropping balls.
- An analytical and proactive problem-solver who can take an ambiguous customer use case and turn it into a working setup.
- A clear communicator who can translate between customers and engineers, and make complex things simple in training and documentation.
Nice to have:- Experience in customer success management.
- Knowledge of the solar industry and its regulations.
- Experience with photogrammetry, Lidar, and UAV / drone operations.
Benefits- An impactful role in a fast-paced, globally focused technology company at the heart of the energy transition.
- Real ownership of both customer success and the operations behind it.
- Continuous learning, and a collaborative, positive team.
- Work on a mission that matters: accelerating the world's transition to renewable energy.
- A competitive salary with benefits.
- Hybrid working model
