Offer summary

Qualifications:

At least 3 years of experience in Customer Success, Solutions Engineering, or related roles at a SaaS company., Strong technical skills with the ability to understand APIs, cloud infrastructure, and data pipelines., Excellent communication skills to explain complex technical concepts to diverse audiences., Experience working with developers, data engineers, or technical end users..

Key responsibilities:

Manage post-sale relationships with customers, ensuring onboarding and retention.

Guide customers through integration, deployment, and best practices as a technical point of contact.

Monitor customer health and usage data to proactively address issues and identify growth opportunities.

Collaborate with sales and internal teams to support expansion, renewal, and upselling efforts.

Job description

About Pinecone

Pinecone is the leading vector database for building accurate and performant AI applications at scale in production. Pinecone's mission is to make AI knowledgeable. More than 5000 customers across various industries have shipped AI applications faster and more confidently with Pinecone's developer-friendly technology. Pinecone is based in New York and raised $138M in funding from Andreessen Horowitz, ICONIQ, Menlo Ventures, and Wing Venture Capital.

About the team/role

As a Technical Customer Success Engineer (CSE), you'll be the trusted advisor and advocate for our customers, guiding them through onboarding, adoption, and expansion of our platform. You’ll work closely with technical stakeholders, ensuring they derive maximum value from our product by deeply understanding their use cases, architectures, and integrations. This role blends relationship management with technical depth and problem-solving.

Responsibilities:

Own the post-sale relationship with a portfolio of customers, ensuring successful onboarding, adoption, and retention.
Serve as an technical point of contact, guiding customers through integration, deployment, and best practices.
Understand and communicate customer requirements to internal teams including Product, Engineering, and Support.
Monitor customer health and usage data to proactively address issues and uncover growth opportunities.
Conduct regular check-ins, and own success planning and executive business reviews.
Collaborate with Sales to identify expansion, renewal, and upsell opportunities.
Develop enablement materials, documentation, and technical tutorials to drive adoption and self-service.
Troubleshoot issues, escalate where appropriate, and act as a liaison between customers and technical support.

Requirements:

3+ years experience in a Customer Success, Solutions Engineering, Technical Account Management, or related role at a SaaS company.
Strong technical acumen with the ability to understand and explain APIs, cloud infrastructure, data pipelines, or enterprise software integrations.
Ability to communicate complex technical concepts to both technical and non-technical audiences.
Experience supporting or working with developers, data engineers, or technical end users.

Bonus Points:

Proficiency with SQL, Datadog and cloud platforms (AWS, GCP, Azure).
Familiarity with CRM and CS platforms (eg:like Salesforce, Gainsight, or HubSpot).

Perks & Benefits:

Comprehensive health coverage including Medical, Dental, Vision
Free mental health therapy sessions; free One Medical, Tela-doc, and Health Advocate subscriptions
Cost-savings on gynecology, fertility, and family-building care
Equity award
401(k)
Flexible time off
Paid parental leave
Annual Department Retreat
WFH Equipment Stipend

Diversity, Equity, Inclusion and Belonging (DEIB) are the cornerstone of everything we do at Pinecone. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in a job description. Our top priority is finding the best candidate for the job and if you are interested in the position, we would encourage you to apply, even if you don’t believe you meet every one of the qualifications listed in this posting. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

Required profile