• Partner with the Customer Success organization to deliver a world-class, white-glove customer experience • Own the technical success of a portfolio of strategic customers, serving as a trusted advisor across onboarding, implementation, and adoption • Manage and resolve support requests from simple to highly complex, acting as the primary escalation point for high-impact customer issues • Proactively identify risks to customer health and drive mitigation plans to reduce time to value • Lead complex implementations from technical discovery through production rollout • Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow • Translate customer business and security objectives into scalable technical solutions • Represent the customer perspective by identifying trends and sharing actionable feedback with Product and Engineering • Help define success metrics and feedback loops for new product launches • Mentor CSEs and contribute to evolving internal processes, runbooks, and support standards • Serve as a subject matter expert and escalation resource for complex technical challenges

Role Description As the Senior Customer Success Engineer , you will be a trusted advisor to our most strategic customers. You’ll combine deep technical expertise with outstanding communication and relationship-building skills to ensure customers achieve success in deploying and scaling LanceDB across production workloads. You’ll guide customers from onboarding through adoption and expansion — while flexing seamlessly into pre-sales or technical support capacities as business needs require. You’ll serve as the connective tissue between our customers, product, and engineering teams, driving continuous improvement in both the customer experience and the product itself. - Partner closely with customers to design, deploy, and optimize LanceDB in production environments, ensuring reliability, scalability, and performance for distributed, cloud-native workloads. - Lead technical onboarding and architecture reviews; provide best-practice guidance on system configuration, query optimization, and integration patterns. - Proactively identify adoption barriers, troubleshoot complex distributed-system issues, and coordinate with product and engineering teams to drive timely resolutions. - Own customer success metrics: deployment time, usage growth, retention, and satisfaction. Build dashboards and track health across accounts. - Develop and deliver technical enablement: create sample code, automation tools, and documentation to accelerate customer outcomes. - Serve as the customer’s technical advocate internally — communicating feature requests, influencing roadmap priorities, and improving developer experience. - Collaborate cross-functionally with sales engineering (for technical evaluations, proofs-of-concept, and demos) and support engineering (for escalations and issue triage). - Contribute to internal tooling, runbooks, and playbooks that will form the foundation of LanceDB’s future customer success organization. - Help to shape processes, tooling, and team culture as we scale customer success and post-sales engineering. Qualifications - 10+ years of professional experience in technical roles such as post-sales engineering, customer success, solutions architecture, or technical support, ideally within the data infrastructure or distributed systems space. - Proven track record supporting or deploying distributed database systems or large-scale cloud-native data platforms (e.g., high-availability, multi-region, and horizontally scalable environments). - Strong proficiency in Rust and Python — able to read, debug, and write production-grade code in both languages. - Deep understanding of distributed systems concepts: sharding, replication, consensus, partitioning, failure recovery, and performance tuning. - Experience deploying and managing workloads on Kubernetes or other container orchestration frameworks, and familiarity with cloud environments (AWS, GCP, Azure). - Exceptional communication and presentation skills: able to engage directly with customers’ engineering leaders, architects, and executives with credibility and empathy. - Strong problem-solving ability, coupled with a customer-first mindset and the ability to operate autonomously in fast-moving, ambiguous environments. - Willingness and ability to flex across functions — including pre-sales engineering, technical support, and post-sales enablement — as needed by the business. Requirements - Previous experience as a founding or early member of a customer success or solutions engineering function at a high-growth startup. - Hands-on experience with vector search, feature stores, or AI-native data systems. - Contributions to open-source projects (especially in Rust or Python) or experience authoring developer-facing technical content. - Familiarity with modern observability stacks (Prometheus, Grafana, OpenTelemetry) and incident management best practices. - Experience designing or leading enterprise architecture workshops or technical proof-of-concepts. Benefits You’ll join a world-class team of open-source builders working on cutting-edge AI infrastructure. You’ll collaborate on systems that power next-generation AI workloads while shaping how LanceDB operates and scales production environments.

• Embed closely with customers to understand their business goals and ensure they achieve measurable impact and ROI through effective adoption of the CARTO platform. • Ability to deliver results by leading and influencing different phases of the customer lifecycle (from onboarding, to value creation, to renewal). • Identify opportunities for expansion and be a source of intelligence to drive the evolution of our products and new solutions. • Keep customer teams moving through clarity and follow-through. • Establish a trusted advisor relationship with our most strategic enterprise customers across many different verticals, engaging to deeply understand their business needs and goals with CARTO. • Be the voice of our customers within CARTO, interfacing with Product, Engineering and other teams to advocate for what will move the needle. • Analyze and interpret key account level data to present actionable insights (usage metrics, KPI’s, forecasting, P&L, etc.) • Work closely with CARTO commercial teams to ensure accurate forecasting, along with timely onboarding and renewals.

• Provide on-demand technical consultancy and solution guidance through Zoom and written channels, helping customers solve day-to-day issues and design and implement GitLab solutions for their DevSecOps workflows. • Drive product adoption and measurable customer value across APJ accounts to support renewals and expansion. • Deliver technical and architectural guidance across source code management, CI/CD, DevSecOps, and Agile planning to unblock implementations and improve adoption. • Partner with Account Executives and Renewals Managers to align technical recommendations to customer objectives and account plans that support retention and growth. • Plan and lead customer workshops, demos, and enablement sessions that help teams adopt GitLab confidently and drive measurable adoption and value, supporting renewals and expansion across APJ. • Maintain and grow your specialty competency in GitLab capabilities and relevant DevSecOps tooling, staying current on new product features and patterns. • Contribute to scalable enablement by improving documentation, sharing knowledge through internal and external channels (for example, tutorials or technical content), and mentoring team members and customers to build technical competency and adoption. • Manage multiple customer engagements in parallel, prioritizing effectively and communicating status, risks, and next steps to keep implementations on track.