[Hiring] AI & Digital Customer Success Engineer @Halcyon

Role Description

We are looking for an experienced AI & Digital Customer Success Engineer to join our Customer, Value and Trust (CVT) team. This role will be at the intersection of AI, digital engagement strategy, and post-sales customer success. You will design and execute AI-driven and digital-first programs that meaningfully improve customer engagement and accelerate product adoption across the post-sales journey. You are equal part technical and strategic: comfortable writing SQL, configuring CS platforms, designing automation workflows, and experimenting with AI tooling to drive smarter customer engagement.

Responsibilities

• Design, build, and continuously iterate on AI-powered digital programs that drive measurable outcomes across the post-sales customer journey, including onboarding adoption and expansion.
• Write SQL queries to extract, analyze, and operationalize customer data, including usage trends, adoption signals, and churn indicators.
• Develop and operationalize automated engagement sequences using AI and digital channels tailored to customer segment, behavior, and lifecycle stage.
• Build and maintain digital success programs (self-service, automation, in-product guidance) in collaboration with Customer Marketing.
• Leverage behavior data and customer signals to personalize digital touchpoints and deliver the right message to the right customer at the right time.
• Act as a cross-functional bridge translating customer needs into technical and programmatic solutions.
• Develop reusable playbooks and scalable solutions that can be adopted across teams.

Qualifications

• 4+ years of experience in technical CS, CS Operations, or a related post-sales function at a SaaS, cybersecurity, or enterprise technology.
• Demonstrated experience designing and executing digital or tech-touch customer programs at scale.
• Solid SQL skills – you can independently write queries to pull and analyze customer data without relying on a data team for every request.
• Strong analytical mindset – able to interpret data and translate insights into clear, actionable recommendations.
• Familiarity with AI and machine learning tools, APIs, or automation platforms.
• Excellent communication and storytelling skills; able to translate technical program logic and data insights to non-technical audiences.
• Comfortable working cross-functionally with CS, Product, Data, and Marketing.
• A customer-centric mindset with a relentless focus on driving measurable business value.

Benefits

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• Short and long-term disability coverage, basic life and AD&D insurance plans.
• Medical and dependent care FSA options.
• 401k plan with a generous employer contribution.
• Flexible PTO policy.
• Parental leave.
• Generous equity offerings.