Customer Solutions Engineer

You bring an investigative reporter’s curiosity to customer data. When the data raises a question, you want the answer, and once you have it, you want to teach others to find the next one themselves.

As a Customer Solutions Engineer at Windfall, you’re technical enough to untangle a customer’s CRM data and segment it yourself, but also strategic enough to tell their VP what it means and what to do next. You help customers realize value from Windfall, renew with confidence, and grow their partnership with us. You’ll learn each customer’s data and industry well enough to configure the reports and dashboards that prove the value, then teach their team to use them. You’ll catch churn risk early and turn out-of-scope requests into expansion conversations, partnering with our Product Delivery and Support teams.

We’re on a mission to change how organizations perceive and use people data. And we hold to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Win When Our Customers Win; and (5) Act with integrity and trust.

Your Role at Windfall:

• Own the end-to-end customer experience, with a focus on onboarding, implementation, and adoption, as well as best practices and growth
• Partner closely with customers to configure and integrate Windfall, troubleshooting technical and data issues with creativity and ownership
• Lead customers through their adoption journey as they move past first value, teaching them how to broaden their usage across enhanced analytics and broader marketing initiatives
• Proactively monitor account health, running interventions or saves when customers get stalled or are at risk of churn
• Identify new opportunities within the customer base to add to their product package or expand their usage
• Proactively manage relationships within customer teams, including multi-threading across departments and levels, and adapting to changes like new team hires and departures
• Act as the subject-matter expert on Windfall's product, helping customers implement best practices for data integration, segmentation, and ongoing monitoring of results so they get full value from the platform
• Actively manage Annual Recurring Revenue (ARR) through active retention and identification of upsell opportunities 
• Develop and implement efficient processes to enhance customer engagement and satisfaction
• Contribute to strategic projects and the Customer Solutions roadmap to drive continuous improvement
• Partner with other Windfall departments on internal enablement, webinars, and internal or customer-facing documentation
• Lead efforts to validate and enhance the effectiveness of Windfall's offerings

What Windfall Offers You:

• A place where your voice is heard and your feedback matters. This is a founder-led company where hard work and strong contributions make a huge difference. 
• We've been around long enough to know how to unlock and solve problems in the industries we serve, but we also operate like a startup in our speed and agility
• Hard work, strong communication, and kindness go a long way here. You have the potential to make a tremendous impact on our company and your future

What You Bring to Windfall:

• You thrive in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• You’re a proactive problem-solver with a focus on delivering value to customers
• You have exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• You have outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• You’re highly analytical, and you love solving problems
• You are team-oriented, even in remote work settings. You contribute, share expertise, take accountability, and foster empathy in relationships
• You have a commercial instinct: you can easily sniff out the difference between a service request and an expansion opportunity

Requirements:

• Must be able to work in the office 4-5 days per week. (We are an in-office culture with flexibility for one day per week to work from home for employees in good standing, after an initial probationary period)
• Bachelor’s degree or equivalent experience
• 3+ years in customer-facing roles in B2B SaaS, data, or consulting, with retention or expansion accountability
• Working fluency with CRM data, matching, segmentation, and reporting; able to translate customer goals into configuration requirements. SQL is a plus, not a requirement.
• Established track record of building relationships and presenting to Directors, VPs, and C-level executives
• Passion for learning
• Experience with CRMs with a preference towards Salesforce and HubSpot

Additional Information:

The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across California. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. We also offer a comprehensive benefits package, which you can explore on our careers site

Compensation range: