Customer Success Engineer

Job Summary

The Customer Success Engineer is a highly technical, strategic advisor dedicated to supporting global customers operating Global Capability Centres (GCCs) in India. Moving beyond the traditional scope of account management, this position requires a strong technical aptitude to provide hands-on, day-to-day technical guidance and establish DevOps best practices directly with India-based delivery teams.

Operating much like a Pre-Sales Engineer or Solutions Architect, you will act as a "Tier 1" technical partner and an extension of the customer's engineering team. Crucially, you will work closely with a global team, collaborating cross-functionally to creatively solve complex problems and deliver seamless customer experiences. You will leverage deep technical acumen to optimize Salesforce DevOps delivery, streamline complex release processes, and ensure seamless adoption. You will own the full account lifecycle and drive tailored success plans while acting as the definitive technical expert to help India GCCs scale efficiently, mitigate deployment risks, and maximize the value of the Copado platform.

Key Responsibilities

• Account Ownership & Technical Guidance: Own and manage accounts while providing day-to-day technical guidance for customers' DevOps setups in India.
• GCC Support: Serve as a trusted advisor and strategic partner for global customers operating Global Capability Centres (GCCs), leveraging proximity to tech hubs like Bangalore for in-person interactions.
• Consultative Expertise: Act as a consultative technical expert, providing tailored advice to drive Copado adoption, optimize complex release processes, and minimize risk.
• Success Planning: Independently develop and execute success plans with customers, ensuring long-term business impact and continuous value realization.
• Quarterly Business Reviews: Conduct in-depth Quarterly Business Reviews (QBRs) analyzing DORA metrics (Deployment Frequency, Lead Time, etc.) to demonstrate ROI and process improvement.
• Value Articulation: Clearly articulate Copado’s value proposition, aligning features and capabilities to enterprise customer needs in a consultative manner.
• Cross-functional Collaboration: Collaborate cross-functionally with Sales, Professional Services, Product, and Engineering to deliver seamless customer experiences and drive successful adoption.
• Risk Mitigation: Identify key barriers to success and proactively provide prescriptive solutions to optimize team efficiency, mitigate risks, and enhance release strategies.
• Escalation Management: Take ownership of customer escalations, ensuring swift issue resolution and long-term preventive strategies.
• Account Growth: Identify technical gaps where Copado solutions can add value, collaborating with Sales to expand the platform's footprint.

Requirements

• 6–10 years of professional experience in a highly technical, customer-facing role such as a Pre-Sales Engineer, Solutions Architect, DevOps Consultant, or Technical Customer Success Manager within a SaaS or cloud environment.
• Strong "DevOps DNA" with core expertise in Git, CI/CD, and pipelines. We prioritize foundational DevOps knowledge over relationship-only management, as we can teach a Git expert Salesforce specifics.
• Proven experience as a Pre-Sales Engineer, Solutions Architect, DevOps Consultant, or highly technical Customer Success Manager within a SaaS or cloud environment.
• Consultative presence with the ability to comfortably lead technical troubleshooting, architecture discussions, and business reviews.
• Experience supporting global customers and understanding the operational framework of a Global Capability Centre (GCC).
• Proven track record of driving enterprise customer success through strategic engagement, proactive risk management, and tailored success plans.
• Exceptional problem-solving skills, with the ability to identify challenges and propose creative, scalable solutions.
• Experience in Quarterly Business Reviews (QBRs), value realization frameworks, and adoption optimization.

Qualifications & Experience

• Familiarity with Copado’s platform, Salesforce DevOps, or related release management tools.
• Knowledge of Agile methodologies, DevOps transformation, and testing frameworks.
• Understanding of integration capabilities and enterprise toolchains (ALM, ITSM, security & compliance tools, etc.).
• Experience developing scalable playbooks, success plans, and enterprise engagement strategies.

About Copado

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate  business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.  We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success.