Job Overview
Location
Remote, United States
Job Type
Full-time
Category
Customer Success
Date Posted
April 24, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Engineer at Element451, you serve as the technical backbone of the Customer Success team, ensuring smooth handoffs from Implementation, enabling Account Managers with technical knowledge, and resolving complex customer issues before they require Engineering involvement.
- • Day to day, you will partner with Implementation to review handoff artifacts, lead technical discovery sessions for post-go-live needs, coach AMs on platform capabilities, own escalation triage and resolution, maintain platform fluency, and build internal enablement assets like troubleshooting guides and best-practice patterns.
- • You’ll work within a fast-growing, AI-native CRM company focused on higher education, collaborating closely with CS, Implementation, Support, and Product teams to turn customer feedback into scalable improvements and reduce dependency on escalations over time.
- • In this role, you’ll deepen your expertise in higher education CRM systems, strengthen your technical discovery and stakeholder alignment skills, build reusable knowledge assets, and grow as a trusted technical advisor who enables team-wide capability rather than just individual heroics.
🎯 Requirements
- • 4–7 years in a technical, customer-facing role in B2B SaaS — such as Customer Success Engineer, Technical Account Manager, Solutions Consultant, or implementation-adjacent CS role
- • Direct experience with a higher education CRM (Element451, Slate, Salesforce Education Cloud, Ellucian CRM Advance, TargetX, or similar)
- • Strong technical discovery skills: ability to translate vague customer pain into concrete requirements and recommended approaches
- • Deep command of CRM configuration thinking: objects, fields, segmentation, workflow/journey design, and reporting implications
- • Integration and API literacy to diagnose sync issues and communicate effectively with IT teams
- • Ability to lead technical working sessions with Enrollment Ops and IT stakeholders and translate outcomes clearly for AMs
- • Excellent communication skills to make technical concepts accessible to non-technical audiences without losing precision
- • Coaching mindset: motivated by enabling others, building reusable assets, and reducing long-term dependency
- • High ownership and reliability: AMs trust that escalations assigned to you will be handled thoroughly and on time
🏖️ Benefits
- • Remote work flexibility within the United States
- • Opportunity to work with cutting-edge AI-native CRM technology in the higher education sector
- • Role focused on enablement and leverage — reducing firefighting by raising team technical capability
- • Clear path to impact through knowledge base creation, process improvement, and cross-functional influence
- • Exposure to strategic customer conversations including QBRs, AI strategy sessions, and platform design discussions
- • Collaborative, low-ego culture where technical depth is valued and shared
- • Chance to shape how technical success is defined and scaled within a growing CS organization
Skills & Technologies
About Element451, Inc.
Element451 provides cloud-based customer relationship management and marketing automation software built specifically for higher education institutions. Its platform unifies prospective and enrolled student data, enabling colleges and universities to create personalized journeys across email, SMS, web, and social channels, automate workflows, manage events, and analyze engagement and enrollment outcomes in real time. Headquartered in Raleigh, North Carolina, the company integrates with existing campus systems such as SIS and LMS to centralize communications and improve recruitment, retention, and student success metrics without requiring extensive technical resources from institutional staff.
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