CS Ops, Solutions Engineer

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location. From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform. With deep integrations across access control, identity, compliance screening, and collaboration tools—including LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual Compliance—Envoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale. Learn more at envoy.com http://envoy.com ABOUT THE ROLE This is a first-of-its-kind role. We're looking for someone who can fundamentally reimagine how Customer Success operates by embedding AI throughout our processes, tools, and workflows. You won't just implement existing solutions—you'll architect the future of CS at Envoy, building intelligent systems that make our team dramatically more effective while delivering better outcomes for our customers. You'll partner directly with the Head of CS Operations to identify high-impact automation opportunities, build AI-powered tools that augment our team's capabilities, and help redesign our operating model around what becomes possible with AI. This role requires someone who is both technically excellent and deeply curious about customer success workflows. This is an on-site position that requires working 4 days a week (Monday-Thursday) at our San Francisco HQ or Austin office. YOU WILL Transform Manual Work Into Intelligent Systems - Identify manual, repetitive CS workflows and convert them into AI-powered systems that generate actionable signals - not just data or reporting. - Replace reactive processes with proactive triggers that guide CS teams toward the highest-impact actions. - Build intelligent workflows that reduce administrative overhead while increasing strategic customer engagement. Automate the CS Lifecycle - Build AI-powered RFP and security questionnaire automation to reduce response time from days to hours - Create intelligent post-call follow-up systems that draft personalized summaries, action items, and next steps - Develop automated competitor research and intelligence gathering tools - Identify and prioritize automation opportunities across Support, SE, and CSM workflows Integrate AI into CS Tooling & Data - Build an "Account Health Agent" that synthesizes signals across product usage, support tickets, and engagement data to surface risks and opportunities - Create a "Renewal Risk Agent" that predicts churn risk and recommends proactive interventions - Develop an "Expansion Agent" that identifies upsell and cross-sell opportunities based on customer behavior - Build AI co-pilots for customer calls that provide real-time context, suggested responses, and talking points Redesign the CS Operating Model - Partner with CS leadership to identify which tasks should shift from humans to AI systems - Design new operating rhythms that embed AI signals directly into daily workflows. - Measure and optimize the impact of AI initiatives on team productivity, customer outcomes, and business metrics YOU HAVE - 5+ years of experience in software engineering or similar hands-on technical roles, with full-stack development experience and proficiency in Python, JavaScript/TypeScript, and/or SQL. - Hands-on experience building with LLMs (GPT-4/5, Claude, etc.) including prompt engineering, RAG systems, and AI agents - Experience with automation and integration tools like Zapier, Make, n8n, or building custom integrations - Experience working with APIs (HTTP/S requests, webhooks), including troubleshooting API-related issues and handling structured data (e.g., JSON) - Working knowledge of token-based and other authentication methods - Experience with version control (e.g., Git), including use of basic commands - Understanding of customer success workflows, SaaS metrics (NRR, churn, expansion), and the customer lifecycle - Ability to translate business problems into technical architectures and deploy scalable solutions. - Excellent communication skills to explain technical concepts to non-technical stakeholders and deeply understand business requirements. - Builder mindset with a bias toward shipping working solutions quickly and iterating based on feedback - Bonus: Proficiency with Claude Code, including building custom skills, agents, and MCP servers—you should be able to demonstrate projects you've built NICE TO HAVE - Prior experience in Customer Success, Support, or Sales Engineering roles - Experience with CS platforms like Gainsight, ChurnZero, or Vitally - Familiarity with CRM systems (Salesforce) and their data models - Experience deploying AI solutions in enterprise environments with security and compliance requirements YOU ARE - A clear, persuasive communicator who translates complex AI concepts into business impact. - Highly autonomous and organized, able to identify opportunities and drive them end-to-end. - Energized by ambiguity and fast-moving environments. Deeply curious about AI and passionate about transforming Customer Success through intelligent systems. - Entrepreneurial, consultative, and biased toward shipping quickly and iterating often. YOU'LL GET - A high degree of trust in your ideas and execution. - An opportunity to partner and collaborate with other talented people. - The ability to make an immediate impact in helping customers create a great workplace experience. - Support for your personal and professional growth. - Redesign how CS operates. You’ll turn manual, fragmented workflows into intelligent systems that proactively guide action. - Pioneer a new function: You'll help define what AI-powered Customer Success looks like—this role barely exists in the market today - High visibility: Report directly to the Head of CS Operations with regular exposure to executive leadership - Immediate impact: Our CS team is eager to adopt AI—you'll have champions, not skeptics - Shape the roadmap: You'll help decide what we build, not just execute on a predetermined list How to apply We'd love to see examples of AI automation projects you've built. Include links to demos, GitHub repos, or case studies that showcase your work with Claude Code or similar tools. By applying for this position, you acknowledge that you have fully read and understand the job requirements and received the Envoy Privacy Notice for applicants, which is linked here https://envoy.com/privacypolicy/. Completing this application requires you to provide personal data, such as your name and contact information, which is mandatory for Envoy to process your application. Envoy is an EEO Employer and does not discriminate on the basis of any characteristic protected by local, state or federal law.