• Own a book of enterprise and strategic accounts — driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact. • Debug customer issues independently — tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible. • Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on. • Build and maintain your own dashboards and reports — writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers. • Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion. • Identify and drive upsell and cross-sell opportunities — new verticals, locations, carriers, and product capabilities — in partnership with Sales. • Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business. • Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable. • Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues.

Role Description The Customer Success Engineer owns the technical and commercial health of Burq’s most important customers — particularly our enterprise accounts. You are the person a customer’s engineering and operations teams trust when something breaks, when they want to ship a new integration, and when they’re deciding whether to expand. You combine the relationship ownership of a great CSM with the technical fluency to debug an issue yourself, rather than routing every question to engineering. This is a deliberately technical role. When a webhook stops firing, an order fails to dispatch, or a customer asks why a carrier was selected, you investigate it yourself — reading logs, tracing API calls, and querying data directly. You build your own dashboards to monitor account health and surface insights, so you walk into every customer conversation already knowing where the friction is. You partner with our Solutions Engineers at handoff and stay the customer’s long-term technical and commercial point of contact from go-live onward. Because we move fast and our customers run real operations, you’ll wear both hats every day: in the morning, debugging an integration issue in a Slack channel; in the afternoon, walking a VP of Operations through a quarterly business review and the case for expanding to new locations. Qualifications - 3–6 years in a technical, customer-facing post-sales role — Customer Success Engineer, Technical Account Manager, Implementation Engineer, Support Engineer, or a CSM role with a strong technical component. - Experience in logistics, supply chain, transportation, delivery, or an adjacent industry. - Comfortable debugging integrations independently — you can read API documentation and logs, trace a webhook or REST API failure, and resolve it without leaning on engineering. Light scripting (Python, JavaScript, or similar) is a plus. - Proficient in SQL — you can query data directly and build your own dashboards and reports rather than waiting on a data team. - Strong commercial instinct — you can own retention and renewals, spot expansion opportunities, and navigate a multi-stakeholder enterprise account. - Excellent at translating technical detail into business value — you speak both API and P&L, and can move fluidly between a customer’s engineers and their executives. - Organized and self-directed — able to manage a book of demanding enterprise accounts with minimal oversight in a fast-moving startup. Requirements - Own a book of enterprise and strategic accounts — driving adoption, retention, and revenue expansion as their primary technical and commercial point of contact. - Debug customer issues independently — tracing API and webhook failures, reading logs, and resolving integration problems without escalating to engineering wherever possible. - Guide customers through API integrations and new feature rollouts, from initial setup through live order flow, partnering with their engineering teams hands-on. - Build and maintain your own dashboards and reports — writing SQL to monitor account health, surface usage trends, and quantify the value Burq delivers. - Lead quarterly business reviews and renewal conversations, translating platform performance and ROI into a clear case for retention and expansion. - Identify and drive upsell and cross-sell opportunities — new verticals, locations, carriers, and product capabilities — in partnership with Sales. - Introduce customers to new Burq features and capabilities, ensuring they adopt the parts of the platform that move their business. - Serve as the voice of the customer internally — surfacing recurring issues, feature gaps, and product feedback to Product and Engineering with the technical detail to make it actionable. - Reduce time-to-resolution and reliance on engineering by building runbooks, documentation, and reusable diagnostics for common customer issues. Benefits - Fully Remote - Medical, Vision and Dental Insurance - Reimbursement for educational courses Company Description At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Role Description We are seeking an experienced and proactive Customer Success to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey. Key Responsibilities - Customer Success Leadership - Own the end-to-end customer experience and define scalable customer success strategies to support growth. - Establish and track KPIs, processes, and team goals aligned with business objectives. - Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination. - Sales Enablement & Channel Coordination - Enable the consultative sales process through client communications across email, SMS, and social platforms. - Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools. - Support third-party and social commerce sales channels in coordination with marketing and sales teams. - Post-Sales Operations & Aftersales Support - Manage client onboarding and equipment setup, coordinating installations with technical service partners. - Respond to customer inquiries regarding product use, service needs, and ongoing support. - Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online. - Shipping, Damage, and Returns Management - Lead customer communications related to logistics, damages, and return claims. - Work with logistics teams to ensure fast, clear resolutions and optimize related processes. - Process Improvement - Monitor recurring operational pain points and identify opportunities for automation or process streamlining. - Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience. Qualifications - Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity. - Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred. - Outstanding written and verbal communication skills. - Strong analytical and problem-solving skills with attention to detail. - Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage. Benefits - A remote-first, globally distributed team and flexible work environment. - The opportunity to lead a high-impact function within a fast-growing brand. - A collaborative, passionate culture driven by innovation and a love for coffee. Important All applicants must submit their CV in English. Submissions in other languages will not be considered.

• Manage, coach, and develop a team of Customer Success Engineers. • Drive successful implementations in complex enterprise environments. • Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets. • Build and run a customer health and risk program and own renewal readiness. • Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases. • Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment. • Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers. • Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.