Overview
In this role you drive strategic, high-impact engagements with Enterprise accounts, guiding complex deployments from pre-sales to onboarding and ongoing value realization. You partner with cross-functional teams to link technical work to business outcomes, shaping frameworks and playbooks that elevate the entire Customer Engineering function. You work across adoption, expansion, and escalation, influencing stakeholders and crafting measurable improvements in customer health and retention. You’ll operate in a fast-moving hybrid, London-based environment and leverage AI-enabled approaches to accelerate content and workflows. This is a chance to define new paths where none existed and to scale,
Pay / Benefits
- medical, dental, life insurance
- pension match
- equity
- high-value lifestyle perks
- hybrid work with in-office London presence
Responsibilities
- Collaborate with Account Directors on pre-sales motions for new customer acquisition and expansion, delivering tailored demos and guided evaluations
- Drive quarterly outcomes to improve customer health, retention, and technical resolution across strategic accounts, contributing reusable frameworks
- Identify adoption opportunities, diagnose stall causes, and link technical activity to business value for broader impact
- Lead onboarding for strategic customers, including planning, integrations, training, and implementation playbooks with executive visibility
- Develop playbooks, document fixes, coach peers, and improve team-wide processes using AI-assisted content creation
- Assess account health, stakeholder relationships, and top-priority problems; independently lead complex customer interactions
- Serve as escalation point for complex technical challenges, resolving ambiguous problems with cross-functional involvement as needed
Key requirements
- 5 to 8 years in a customer-facing technical role (e.g., Solutions Engineering, Technical Account Management, implementation, or similar)
- Deep hands-on experience with HTML, CSS, JavaScript, and REST APIs; ability to architect and troubleshoot complex front-end work
- Proven experience managing strategic Enterprise accounts with executive stakeholders and complex requirements
- Ability to solve ambiguous problems with multiple variables and tradeoffs
- Experience linking technical execution to business outcomes such as retention and expansion
- Hands-on use of AI tools for research, content creation, or workflow automation integrated into daily work
- Experience mentoring or coaching junior technical team members
- customer relationship building
- strategic advisory capabilities
- ownership mindset
- web technologies: HTML, CSS, JavaScript, REST APIs
- architecting and troubleshooting complex front-end implementations
- AI-assisted content and workflow automation
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