Sr. Customer Success Engineer

Position Overview: 

The Senior Customer Success Engineer will lead technical enablement for FastSpring’s strategic and key customers, helping them implement, integrate, and scale successfully on our platform. As a trusted technical advisor, you’ll guide customers through feature adoption, troubleshoot complex issues, and advocate for their needs within FastSpring.

This position is pivotal in bridging business objectives with technical execution to drive customer satisfaction, retention, and growth. Responsibilities include delivering comprehensive product demonstrations to both technical and non-technical audiences, and managing all technical aspects of customer expansion opportunities, migrations from legacy systems, and the implementation or enhancement of additional stores.

Day-to-Day Responsibilities:

• Consult with clients to drive product engagement and help them realize full value from the platform.
• Lead adoption of new and existing platform features for key customers, including API integrations and platform configurations.
• Guide customers through implementation plans and lead technical migrations from our legacy platform to the current platform, ensuring best practices and timely deployment.
• Build great relationships with both technical and business stakeholders. Be a go-to technical resource and partner for Customer Success Managers and key customers.
• Represent the voice of the customer internally — surface product feedback, feature requests, and pain points.
• Work closely with Sales, Customer Support, Product, and Engineering teams, serving as a key liaison between Customer Success and Production Support. Manage the process of identifying, prioritizing, and communicating customer-facing issues and their resolutions.
• Lead and coordinate all aspects of the client’s technical product usage, from integrating with FastSpring’s platform to helping customers interpret data in the context of their environments.  
• Proficient in basic data analysis techniques and comfortable using tools (e.g., Excel, Google Sheets) to proactively interpret customer data, understand customer health, predict potential issues, and drive positive outcomes.
• Diagnose and resolve customers’ technical platform problems, including problem recognition, research, resolution, and follow-up steps. 
• Assist CSMs in generating new business opportunities and ensuring the growth of existing accounts.
• Provide technical training to clients and communicate customer feedback for future product developments.

Experience & Qualifications:

• Minimum 5 years of experience supporting SaaS, web applications, or e-commerce technologies in customer-facing technical roles, ideally in customer success, technical support, or development.
• Experience in SaaS, fintech, or payments environments with a proven track record managing complex enterprise customers.
• Strong domain knowledge of eCommerce, including checkout processes, DRMs, fulfillment solutions, ESD, analytics tools (Google Analytics, Google Tag Manager), and payment gateways.
• Solid understanding of front-end web development, including browser developer tools, HTML, CSS, JavaScript, and jQuery.
• Strong understanding of webhooks.
• Experience with RESTful APIs and tools such as Postman, cURL, and command-line API clients.
• Familiarity with databases (SQL & NoSQL), data formats like JSON and XML, and BI tools such as Looker or Tableau.
• Adaptability to changing goals based on customer demands and market conditions.
• Excellent problem-solving skills with the ability to assess needs accurately, stay calm under pressure, and act quickly to resolve issues.
• Strong organizational, interpersonal, and communication skills; able to confidently engage both executive and technical audiences.
• Willingness to travel to customer sites if needed.
• Bachelor’s degree in engineering, computer science, information systems, or a related field, or equivalent practical experience.

Bonus Experience:

• Scripting experience in languages like Python or PHP is a plus.
• Experience with Salesforce, Gainsight, JIRA, and Confluence is a plus.