Customer Success Engineer (UK)

📋 Description

• • Own the complete technical relationship for a portfolio of named Rescale customers across the UK and Europe, acting as their single point of contact for all things cloud-HPC and becoming the person they call first when they need to solve a problem or push the boundaries of what is possible.
• • Lead end-to-end technical engagements from initial discovery workshops through production deployment, user training, and ongoing optimisation, ensuring every engineer in the account can run their CFD, FEA, molecular-dynamics, EDA, or AI workloads faster, cheaper, and more securely than ever before.
• • Partner with Solutions Architects to translate complex customer requirements into scalable, cloud-native architectures on the ScaleX platform, mapping on-prem clusters, scheduler policies, licence servers, and data pipelines into a fully managed, automated environment.
• • Run deep-dive analyses of existing HPC workflows, storage patterns, and licence utilisation, then present data-driven recommendations that cut time-to-solution by 30-70 % and reduce total cost of ownership through intelligent autoscaling, spot-instance strategies, and workflow parallelisation.
• • Design and deliver bespoke onboarding programmes that take brand-new users from zero to running 10,000-core ANSYS Fluent or Siemens STAR-CCM+ jobs in under two hours, including hands-on labs, brown-bag lunches, and Slack office hours that create enthusiastic internal champions.
• • Drive customers’ multi-year digital-transformation roadmaps, building phased migration plans that move legacy on-prem workloads to the cloud while preserving security, compliance, and IP protection standards required in aerospace, automotive, life-science, and energy sectors.
• • Represent Rescale at industry conferences, webinars, and user-group meetups, delivering technical talks that showcase real-world performance gains and inspire the broader engineering community to rethink what HPC can achieve.
• • Champion customer feedback inside Rescale, translating field insights into actionable product requirements for engineering teams, influencing the roadmap for scheduler integrations, GPU optimisation, data-management features, and AI-accelerated solvers.
• • Maintain an always-on support posture, responding to critical customer escalations within minutes, reproducing issues in sandbox environments, and coordinating with DevOps, Support, and Engineering to deliver fixes or workarounds that keep mission-critical simulations on track.
• • Track customer health metrics—utilisation, licence efficiency, user adoption, NPS—and proactively intervene when leading indicators suggest risk, turning potential churn into expansion opportunities and ensuring every account grows year-over-year.
• • Collaborate with Sales to identify upsell and cross-sell opportunities, providing technical validation for additional compute budgets, new solver licences, or AI/ML modules that unlock the next wave of innovation for the customer.
• • Mentor junior Customer Success Engineers and Solutions Architects, sharing best practices for Linux troubleshooting, Slurm configuration, containerisation, and cost-optimisation strategies that elevate the entire post-sales organisation.