Customer Success Engineer, Emporix

• If you thrive at the intersection of technology and customer engagement, can navigate complex situations with confidence, and enjoy making sure nothing falls through the cracks, we’d love to hear from you
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
• Prior work experience at a System Integrator (SI) as a developer, architect, or technical project manager, with a minimum of three years of relevant experience
• Experience working with enterprise customers and system integrators; experience in an implementation partner environment is highly valued
• Strong understanding of SaaS platforms and cloud technologies
• Comfortable holding business and technical discussions, and confident enough to challenge partners/customers constructively when needed
• Strong organizational and project management skills — able to keep track of multiple customers, partners, and activities without losing detail
• Confident and credible in discussions with senior-level stakeholders, including C-level executives
• Driven, self-motivated, and enthusiastic, with a “can-do” and “hands-on” attitude
• Native-level German and excellent English communication skills (spoken and written)
• Willingness to travel, mostly within the DACH region, up to 2–4 times per month

Desirable

• We are looking for a Customer Success Engineer who combines solid technical understanding with exceptional relationship and organizational skills
• In this role, you will be the key point of contact for our partners and end customers after the sale, owning customer projects across the entire post-sales lifecycle, from onboarding and implementation to long-term success
• You will work closely with partners, end customers, and internal teams to coordinate activities, track progress, resolve issues, and identify opportunities for growth
• Act as the main point of contact for assigned end customers after the sales handover, ensuring all context and commitments are carried forward
• Build and maintain strong, trust-based relationships with senior contacts at both enterprise customers and partner organizations
• Manage possible challenging situations between customers and partners, ensuring the right people are involved and the issue is resolved
• Motivate customers, partners, and internal stakeholders to share information openly to enable progress
• Conduct regular customer health checks to assess satisfaction, identify risks, and recommend improvements
• Identify upsell and cross-sell opportunities in collaboration with the sales team
• Assist customers and system integrator partners in defining project scope, objectives, and deliverables
• Develop and maintain project plans for Emporix Professional Services, including timelines and resource allocations
• Organize and lead meetings, track tasks, document decisions, and follow up with all stakeholders to ensure progress
• Keep all activities, updates, and issues documented in HubSpot
• Prepare and deliver status updates to internal teams summarizing customer needs, priorities and challenges
• Create and document best practice project management processes to be reused in future customer projects
• Hold technical discussions with partners and customers (with support from presales engineers and technical specialists)
• Gather, write, and clarify technical requirements
• Understand and communicate around API usage, integrations, and system capabilities (no coding required)
• Collaborate closely with the engineering team to resolve customer issues and align on technical solutions
• Support in building automated reporting for customers and partners
• Stay informed about emerging trends and technologies relevant to eCommerce and SaaS platforms
• Monitor contract terms, renewal dates, and payment-related processes
• Ensure customers understand the value of Emporix’s solutions to encourage long-term retention