Customer Success Engineer

Progress is seeking a Customer Success Engineer to drive customer adoption and retention for its products, particularly ShareFile. This role involves guiding customers from initial use to meaningful active use, providing training on best practices, and serving as a primary contact for non-technical support. The engineer will track adoption KPIs, own the onboarding process, conduct webinars, and engage with high-touch customers to ensure their success. Key responsibilities include identifying expansion opportunities and continuously delivering value through customer-centric programs.

Must Have

• Track key customer adoption KPIs
• Own customer onboarding process post-sales
• Drive customers to First Active Use, Meaningful Use, and increased Total Active Use
• Conduct webinars and build training content for customers at scale
• Engage 1:1 with high touch customers
• Identify problems and propose or implement solutions with a customer-centric methodology
• Recommend enhancements in systems and processes
• Identify expansion plays for full wall-to-wall product adoption
• Ensure customer adoption and retention
• 1-2 years of experience in Customer Success, Support, or related field
• Experience working with Customer Success teams on SaaS B2B or B2C products
• Strong technical skills with continuous learning mindset

Good to Have

• Practical knowledge of product support for ShareFile, RightSignature, and/or Podio

Perks & Benefits

• Generous remuneration package
• Employee Stock Purchase Plan Enrollment
• 30 days paid annual vacation
• An extra day off for your birthday
• 2 additional days off for volunteering
• Premium healthcare and dental care coverage
• Additional pension insurance
• Well-equipped gym on-site
• Co-funded Multisport card
• Daycare Center for your little ones onsite
• Flexible working hours and the opportunity to work from home
• Free underground parking with a designated space for bikes and electric scooters

Job Summary

We are Progress (Nasdaq: PRGS) - an experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely.

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Engineer and help us do what we do best: propelling business forward.

As the Customer Success Engineer, you will be measured on getting our customers to first time use as well as meaningful active use. In addition, you will train customers on best practices to use our solutions and serve as the point of contact for any non-technical support problems that arise. Your goal: support our customers in their onboarding, adoption, and growth journey at ShareFile.

Now, let’s get to the details. The Customer Success Engineer is accountable for retaining customers via increased product adoption, identifying expansion opportunities, and building customer advocacy. You will establish customer-centric programs and processes, working with stakeholders throughout ShareFile to continuously deliver value to the customer.

In this role you will:

• Track key customer adoption KPIs
• Own customer onboarding process post-sales and drive the customer to get to First Active Use, Meaningful Use, and increased Total Active Use
• Conduct webinars and build training content for customers at scale
• Engage 1:1 with high touch customers to ensure their success with ShareFile, RightSignature, and Podio
• Identify problems and propose or implement solutions with a customer-centric methodology
• Recommend enhancements in systems and processes to solve common problems for customers
• Identify expansion plays from department to department for full wall-to-wall product adoption
• Ensure customer adoption and retention

Your background:

• 1-2 years of experience in Customer Success, Support, or related field
• Bachelor's degree or equivalent experience preferred
• Experience working with Customer Success teams on SaaS B2B or B2C products
• Highly passionate, team player with a high sense of urgency and willingness to roll up sleeves and deal with ambiguity in a fast-paced business
• Laser focus on solutions and outcomes
• Multi-tasker at heart
• Sharp attention to detail
• Communicates crisply and with intent
• Plays independently and well with others
• Strong technical skills with continuous learning mindset
• Practical knowledge of product support for ShareFile, RightSignature, and/or Podio or similar experience from prior customer success roles is considered a strong advantage

If this sounds like you and fits your experience and career goals, we’d be happy to chat.

What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with and also to enjoy:

Compensation:

• Generous remuneration package
• Employee Stock Purchase Plan Enrollment

Vacation, Family, and Health

• 30 days paid annual vacation
• An extra day off for your birthday
• 2 additional days off for volunteering
• Premium healthcare and dental care coverage
• Additional pension insurance
• Well-equipped gym on-site
• Co-funded Multisport card
• Daycare Center for your little ones onsite
• Flexible working hours and the opportunity to work from home.
• Free underground parking with a designated space for bikes and electric scooters

But most importantly a great company culture with wonderful colleagues to learn from and collaborate with!

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Together,

We Make Progress

Progress is an inclusive workplace where opportunities to succeed are available to everyone. As a multicultural company serving a global community, we encourage a wide range of points of view and celebrate our diverse backgrounds. Our unique combination of perspectives inspires innovation, connects us to our customers and positively affects our communities. It is only by working together and learning from each other that we make Progress. Join us!

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