Customer Success Solution Engineer

Mission – Why We Need You

Our customers trust us with their most critical operations—the systems that power lending, deposits, payments, and compliance at banks and credit unions across the country. As our Customer Success Solution Engineer, you'll be the technical bridge that transforms that trust into exponential value. We're creating this role now because our customer base is growing, and we need someone who can unlock the full potential of our automation platform beyond foundational use cases. You'll partner with Customer Success Managers to identify where customers are stuck, translate their operational challenges into scalable automation solutions, and build the frameworks that help every customer move from "good" to "great."

At Continuous, we make complex simple for financial institutions—and we need someone who can do the same for our people and our customers. You'll serve as a strategic technical partner, connecting relationship-based customer success work with the implementation expertise of Professional Services. Your technical fluency in financial services systems, combined with your consultative approach, will help customers see possibilities they didn't know existed. You'll lead technical discovery, architect solution blueprints, and create repeatable playbooks that accelerate adoption across our entire customer base—all while driving expansion revenue and deepening customer loyalty.

Objectives – The Problems You'll Solve

You'll join the Solutions Engineering team, reporting to the Director of Solutions Engineering, and own four critical domains: technical discovery and solution design, customer expansion and adoption, best practices and playbook development, and cross-functional collaboration. This role sits at the intersection of technology and business value—you'll work with customers who want to expand their use of workflow automation, RPA, and integrations but need a trusted technical advisor to show them the path forward.

You'll lead technical discovery engagements during strategic moments like Quarterly Business Reviews and adoption planning sessions. Your job is to uncover new automation opportunities, integration possibilities, and workflow improvements that align with each customer's business objectives. You'll guide customers through our adoption maturity model, helping them understand "Good, Better, Best" pathways and translating their operational pain points into actionable technical solutions. You'll leverage your deep knowledge of financial services systems—including compliance and risk workflows, back-office operations, and IT processes within banks and credit unions—to design solutions that are credible, secure, and scalable.

You'll be instrumental in driving account growth and improving net revenue retention within strategic customer segments. Your success will be measured by your ability to identify and facilitate **100 Cloud Conversions** and **RPA add-on opportunities** that deliver measurable business value. You'll help customers increase adoption and maturity beyond foundational use cases, working closely with Customer Success Managers to remove barriers to utilization and accelerate time-to-value. You'll also support post-sales expansion efforts and value realization initiatives, ensuring customers fully leverage the capabilities of our platform.

You'll develop and maintain reusable best practices, solution blueprints, and technical playbooks that can be leveraged across our customer base. This scalable, repeatable framework will become the foundation for demonstrating and delivering long-term customer value organization-wide. You'll identify recurring patterns across customers, document what works, and elevate insights to Product and Engineering teams to inform roadmap decisions and product enhancements.

You'll collaborate seamlessly across Customer Success, Professional Services, Sales, and Product teams in our matrixed environment. You'll serve as the conduit between customers and internal teams, ensuring validated technical opportunities transition smoothly into well-scoped implementation efforts. You'll participate in roadmap discussions, architecture conversations, and IT planning sessions with senior customer stakeholders, ensuring compliance with company policies as part of our SOC 2 security program.

How You'll Get There

In your first 6 weeks, you will learn the landscape and build your foundation:

• Understand Continuous' automation platform, product capabilities, and the unique value we deliver to banks and credit unions
• Shadow Customer Success Managers during customer engagements and Professional Services during implementation projects to understand handoff points
• Audit existing customer adoption patterns across strategic accounts to identify common expansion opportunities
• Build relationships with key stakeholders across Customer Success, Professional Services, Sales, Product, and Engineering teams
• Master the technical architecture of our solutions, including integrations, APIs, on-prem and cloud deployment models

In your first 3 months, you will take ownership and start delivering value:

• Lead your first technical discovery engagements independently, partnering with CSMs during strategic customer QBRs
• Develop and present at least three solution blueprints that address recurring customer challenges or use cases
• Identify and document **10+ cloud conversion or RPA expansion opportunities** within your assigned customer portfolio
• Create your first technical playbook or best practice guide that can be shared across the customer success organization
• Present your findings on customer adoption trends and expansion opportunities to leadership
• Collaborate with Professional Services to successfully transition two validated opportunities into scoped implementation projects

Within 9 months, you will achieve mastery and drive strategic impact:

• Be recognized as the go-to technical expert for complex discovery engagements and solution design across strategic accounts
• Achieve measurable progress toward **100 Cloud Conversions and multiple RPA add-on sales**, directly contributing to expansion revenue targets
• Establish a library of reusable solution blueprints, playbooks, and best practices that accelerate customer adoption organization-wide
• Lead or co-lead strategic planning sessions, roadmap discussions, and architecture conversations with senior customer stakeholders
• Serve as a trusted advisor to the Customer Success and Sales teams, consistently identifying high-value expansion opportunities
• Provide strategic recommendations to Product and Engineering based on recurring customer needs and market patterns
• Demonstrate measurable improvement in customer adoption maturity and net revenue retention within your strategic customer segments

Competencies – What We're Looking For

Financial Services Domain Expertise – You speak the language of banks and credit unions fluently. You understand compliance and risk workflows, back-office operations, IT processes, and the regulatory pressures that shape technology decisions in financial services. You know what keeps CFOs, COOs, and CIOs awake at night, and you can credibly engage with senior stakeholders during strategic planning sessions.

Consultative Discovery & Solution Design – You don't just answer questions—you ask the right ones. You excel at leading technical discovery engagements that uncover hidden opportunities and translate business challenges into actionable technical solutions. You see patterns others miss and can architect solutions that are both innovative and pragmatic.

Technical Credibility – You have a strong understanding of enterprise IT architectures, including APIs, integrations, data flows, and both on-prem and cloud environments. You've worked with IT automation, workflow automation, RPA, or adjacent automation technologies, and you can speak confidently about how these solutions drive operational efficiency and business outcomes.

Strategic Business Partnership – You connect technology decisions to business outcomes. You're not just technically proficient—you understand how automation investments impact revenue, cost structure, risk management, and competitive positioning. You serve as an indispensable advisor to customers and internal stakeholders alike.

Growth Mindset & Expansion Focus – You see every customer conversation as an opportunity to unlock additional value. You're energized by identifying upsell and cross-sell opportunities, and you understand how to balance customer success with revenue growth. You think strategically about how to increase Annual Recurring Revenue (ARR) and expand Average Contract Value (ACV).

Analytical Mindset & Pattern Recognition – You're skilled at identifying recurring themes across customers and synthesizing those insights into actionable recommendations for Product and Engineering. You use data to tell compelling stories that drive strategic decisions.

Collaborative Influence – You thrive in a matrixed environment where success depends on your ability to collaborate across teams. You communicate exceptionally well—whether you're presenting to executives, brainstorming with engineers, or coaching a CSM through a technical discovery process.

What’s in it for you?

At Continuous, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:

• A remote first environment – Work from wherever you are comfortable in the contiguous U.S. as Continuous is a remote first organization
• Continuous will provide all the gear you need to be successful in your role, including Laptop and tools, $100/month phone reimbursement, monitors, gear to get yourself started, plus a one-time $250 stipend to purchase any extras
• 100% Company paid health, dental and vision insurance for you and your immediate family on our competitive HSA plan offering. Continuous also contributes $1,800 per year into an HSA account for you to spend on qualifying healthcare costs
• 100% company paid LTD, AD&D and basic life insurance for you
• Flexible PTO (like unlimited PTO) and flexible working hours to accommodate a great work/life balance
• 13 Paid Holidays (2 being Wellness Days)

How we Work – Our Core Values

Be Kind - We are kind and helpful. We care and act with empathy. We take care of ourselves, each other, and our customers. We understand boundaries. We believe clear is kind. We exhibit healthy behaviors and are self-aware.

Be Authentic - We are genuine. We are real. No pretenses. We know ourselves and celebrate our differences of thoughts, ideas, and skills. We show our true self -our whole self- every day. We unlock our teams' potential by unlocking our own and each other's potential. There is only one you and we want to see YOU every day.

Be Collaborative - We unite for a common cause. We are in pursuit of the best idea - not our own idea. As a remote company, we must collaborate and communicate to make a difference - an impact. We do this for our teams and for our customers.

Be Determined - Giving up is not in our nature. We are smart people who solve tough problems. We have a bias toward action. We strive for great outcomes. We achieve our goals. We deliver success for customers, ourselves, and each other.

Work Environment and Physical Requirements

Work primarily in a climate-controlled environment with minimal safety/health hazard potential. High level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

EEO/AAP for Protected Veterans and Individuals with Disabilities

Unisoft International, Inc. dba SMA Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 281-348-9606 or recruiting@smatechnologies.com for assistance.