Senior Customer Success Engineer

📋 Description

• • Be the strategic technical partner for Fortune-500 and high-growth AI companies as they move LanceDB from pilot to petabyte-scale production. You will own the full post-sales lifecycle: architecture design, deployment, performance tuning, and long-term expansion, ensuring every customer becomes a vocal advocate and reference.
• • Lead white-board to production engagements. Translate complex business requirements into scalable, cloud-native architectures that leverage LanceDB’s vector search, multimodal storage, and real-time retrieval capabilities. Deliver detailed run-books, Terraform modules, and Kubernetes Helm charts that customers can reuse across teams.
• • Reduce customer time-to-value from weeks to days. Build repeatable onboarding playbooks, automated health-check scripts, and self-service diagnostics that surface issues before they impact end-users. Instrument telemetry pipelines (Prometheus, Grafana, OpenTelemetry) to provide real-time visibility into latency, throughput, and resource utilization.
• • Triage and resolve the gnarliest production incidents. When a customer’s billion-scale index suddenly spikes in latency, you will dive into Rust code, distributed tracing, and kernel-level metrics to pinpoint root causes, craft hot-fixes, and coordinate emergency patches with engineering—often turning a crisis into a case study.
• • Own customer success KPIs: deployment velocity, monthly active clusters, seat expansion, net-revenue retention, and NPS. Build executive-level dashboards that translate technical metrics into business outcomes, and present quarterly business reviews (QBRs) to CTOs and VPs of Engineering.
• • Create world-class developer enablement assets. Author production-grade sample applications in Rust and Python, record bite-sized video tutorials, and publish best-practice blog posts that shorten the learning curve for new users and reduce support ticket volume.
• • Influence the product roadmap by synthesizing field feedback. Run structured voice-of-customer interviews, quantify feature gaps, and partner with PM and engineering to prioritize enhancements that unlock new revenue streams and deepen technical moats.
• • Flex seamlessly into pre-sales motions. When a prospect needs a custom proof-of-concept in 48 hours, you will spin up a multi-region Kubernetes cluster, ingest 100 M vectors, and demo sub-10 ms query latency—then hand off a reusable template to the customer’s platform team.
• • Shape the future of Customer Success at LanceDB. As the first senior hire, you will define SLAs, select tooling (Zendesk, PagerDuty, Vitally), mentor future CSEs, and codify tribal knowledge into living documentation that scales with the company.
• • Collaborate daily with the creators of pandas, Arrow, Iceberg, and HBase. You’ll sit at the intersection of open-source innovation and enterprise-grade reliability, ensuring that every customer deployment feeds back into upstream improvements that benefit the global community.