Customer Success Engineer

Insycle is looking for a Customer Success Engineer to own a portfolio of customers across onboarding, active use, and renewal, and expansion. This is a hybrid role that relationship building, data fluency, and hands-on strategic guidance. You'll need to build genuine trust with customers, understand about CRM data integrity, and act as a strategic advisor, guiding customers with a hands-on approach.

This person is expected to actively drive our Data Integrity and agentic-CRM agenda inside their portfolio, moving customers from "using Insycle to clean things up" toward "using Insycle as the governed data layer behind their CRM and AI initiatives." You're expanding how customers understand what the product is for, and in some cases, re-selling to new stakeholders. 

Two steps are required:

1. Submit the application using the job board.
2. Complete the Loom video in the Application Questionnaire. The reason that we ask for a Loom video is to see how you communicate via video, because this is a key part of this role. We often communicate with customers using tools like Loom and Zoom, so it's important that you're comfortable communicating this way.

Link to Questionnaire: https://forms.gle/89NRaL8GfM32q5af8

At Insycle, our mission is to make it easy to manage and work with data.

Insycle – a modern platform to organize, cleanse, and manage CRM data – is a beloved SaaS product used by thousands of users from more than 80 countries. Product overview video: https://www.insycle.com/

We’re headquartered in New York City.

✅ You’re a Fit If You…

• Are a self-starter with a bias to action. You see what’s needed, take ownership, and create improvements without being asked.
• Are hungry to improve processes and move the company forward; you notice patterns, propose scalable fixes, and follow through.
• Are curious but intentional. You ask great questions, form hypotheses, test quickly, and measure impact.
• Have 3+ years in Customer Success, onboarding, solutions consulting, or a similar technical, customer-facing role at a B2B SaaS company.
• Communicate clearly across chat, email, and Zoom with video on; you can translate complex topics into simple, friendly guidance and are comfortable communicating with various stakeholders.
• Are highly technical, with the ability to learn quickly and become a product expert.
• Are comfortable with CRMs and data workflows (HubSpot or Salesforce), and you can troubleshoot technical issues.
• Have experience partnering with RevOps or data teams, acting as a hands-on strategic advisor.
• Enjoy collaborating, stay positive and energetic under pressure, and embody being helpful in every interaction.
• Align with our mission: make working with data easy, fun, and not scary.

🚫 This Role Isn’t for You If…

• You prefer to work strictly from a script or only handle basic questions.
• Ambiguity drains you, or you hesitate to wear different hats in a fast-moving startup.
• You resist change or adopting new processes.
• You wait for direction rather than proactively identifying problems and proposing solutions.
• You're uncomfortable asking customers questions and providing strategic guidance.

🛠 Tools We Use

• HubSpot (CRM), Salesforce (familiarity a plus)
• Intercom (live chat)
• Zoom (training, onboarding, QBRs)
• Slack (collaboration)
• Loom, docs, and templates for training and documentation
• AI-powered tools (like Claude, ChatGPT) to accelerate quality support and success work

• Drive adoption: Help customers scale from one-off cleanup to Insycle as the core, governed data layer for their CRM. Drive new use cases (additional workflows, teams, data objects). 
• Optimize usage: Hands-on guidance for reviewing customer workflows and suggesting improvements. Identify inefficiencies, risks, and better ways to structure data processes.
• Provide expert validation: Act as a second set of eyes on complex setups. Flag potential issues before they become problems. 
• Deliver high-signal insights: Share patterns and best practices seen across similar customers. Help customers understand what “good” looks like at their scale.
• Support value communication: Help customers articulate impact and return on invetsment internally (time saved, risk reduced, data quality improvements). Provide clear summaries for renewals and budget justification. 
• Engage at key moments: New use cases, scaling usage, upcoming renewal, upgrades and downgrades, product updates, when usage drops or issues arise
• Pursue at-risk accounts: Engage non-renewing customers. Lead outreach efforts and craft targeted offers to re-engage and retain them.
• Inform key stakeholders: Liaise with all stakeholders to address any gaps and ensure alignment with broader company initiatives.
• Handle objections: Speak credibly to competitive objections, addressing all concerns with concrete differentiation and technical explanations

Why This Role Is Exciting

You’ll be on the front lines of a product customers love, and you’ll help them master it. Your ideas will directly shape our processes, product, and customer experience. We’re a small team with a big mission, so your voice will matter and your work will have visible impact.

• $80K - $100K Annual
• 0.05% - 0.1% Equity
• Medical, dental, and vision insurance.
• 401K with a 4% company contribution.
• PTO, sick and unplanned time off, holidays.
• Full-Time remote, based in the U.S., Eastern or Central time zones preferred; Monday–Friday, 9am–6pm local.