[Hiring] Customer Success Engineer @vCluster Labs

Role Description

As a Customer Success Engineer at vCluster, you aren't just managing accounts — you are the primary architect of customer outcomes after the deal closes. Sitting at the intersection of technical depth and customer strategy, you ensure our customers realize the full value of their investment and keep expanding it.

You are not a reactive support resource. You are a proactive partner who drives adoption, identifies expansion opportunities, and spots churn before it becomes visible. You build deep relationships with Platform Engineering leaders, DevOps teams, and executive buyers alike.

Your Role and Impact:

• Onboarding Ownership: Lead end-to-end customer onboardings — from the sales handoff through to project close. You coordinate architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews.
• Success Planning: Build and maintain customer success plans that document business objectives, KPIs, adoption milestones, and a forward plan.
• Value Articulation: Translate platform adoption into business outcomes. Connect Tenant Cluster growth, provisioning time savings, and developer self-service enablement to the metrics your customers care about.
• Proactive Engagement: Own the customer relationship cadence — regular check-ins, Quarterly Business Reviews, and Executive Business Reviews.
• Technical Credibility: Hold credible technical conversations with platform engineers, DevOps leads, and architects.
• Renewal and Expansion: Own the renewal motion for your accounts — starting 90+ days out. Recognize expansion triggers and work with the Account Executive and Solutions Engineer to convert them into growth.
• Customer Advocacy: Serve as the internal voice of your customers. Represent their feature requests, escalate blockers, and provide actionable feedback to Product and Engineering.

Qualifications

• Proven Post-Sales Experience: Experience in a technical post-sales role — customer success, technical account management, or professional services.
• Technical Credibility: Hands-on familiarity with Kubernetes and cloud-native technologies.
• Stakeholder Range: Ability to run an executive business review and troubleshoot onboarding questions.
• Structured and Proactive: Operate with a clear framework — success plans, adoption milestones, renewal timelines.
• Commercial Awareness: Understand what drives renewal and expansion in a SaaS or platform business.

Requirements

• Kubernetes certification (CKA or CKAD) or equivalent demonstrated technical depth in cloud-native infrastructure.
• Experience with AI/ML infrastructure, GPU compute environments, or customers building internal developer platforms at scale.
• Background working with regulated industries — financial services, healthcare, or public sector.
• Contributions to the Kubernetes or open-source ecosystem.
• Experience at a Series B-D startup where you've operated with autonomy.

Benefits

• Competitive Salary: A competitive compensation package, including equity.
• Platinum-Level Insurance: Health, dental, vision, and life insurance, including plans for you and eligible dependents.
• Flexible Working Schedule: Results matter more than clocking in and out at the same time every day.
• Workplace Flexibility: Flexibility about where you work.