Position Summary
The Customer Success Engineer (CSE) owns success, adoption, technical outcomes, retention, and expansion across an assigned Zenphi customer portfolio. The role combines Customer Success, solution architecture, implementation, enablement, support, and commercial accountability.
The CSE translates business processes into reliable Zenphi workflows and owns commitments from discovery through delivery, adoption, renewal, and growth.
Reports to: Vice President, Commercial
Direct reports: None
Success Measures
- Gross and net revenue retention, expansion, and renewal readiness.
- POC and implementation cycle time, milestone completion, and on-time go-live.
- Adoption, workflow activity, proficiency, outcomes, and ROI.
- First-pass acceptance, workflow reliability, post-launch defects, and documentation quality.
- Health and forecast accuracy, risk mitigation, satisfaction, executive confidence, and advocacy.
Key Responsibilities
Customer Success, Value, and Risk
- Build relationships across customer business, technical, and executive stakeholders.
- Maintain success plans that define outcomes, milestones, owners, timelines, and measures of value.
- Monitor health through product usage, workflow activity, adoption, support trends, sentiment, stakeholder engagement, and organizational change.
- Identify relationship, adoption, technical, delivery, value, and renewal risks; own recovery plans and escalate material concerns early.
- Lead customer meetings and business reviews covering outcomes, adoption, value, risk, priorities, and next steps.
- Document all customer interactions, commitments, risks, decisions, and actions accurately in Zenphi’s CRM.
Implementation and Technical Delivery
- Own assigned POCs and implementations from discovery and scope through build, testing, acceptance, launch, and stabilization.
- Confirm objectives, requirements, integrations, dependencies, permissions, customer inputs, timelines, success criteria, and scope changes.
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📌 Customer Success Engineer (México)
🏢 Zenphi
📍 México