Solutions Engineer

Solutions Engineer

ChurnZero is looking for a passionate, results-oriented individual to join our award-winning team. In this role, you'll learn and leverage our industry-leading customer growth platform—with cutting-edge AI, analytics, and automation—to empower customers to increase revenue and retention, accelerate their impact, and deliver the best possible experience to their customers. You'll be joining at a moment when ChurnZero has been recognized as a category leader for 2025. Most recently, we won Best Data-Driven SaaS Innovation and Best Enterprise-Level SaaS Product at the 2025 SaaS Awards. ChurnZero

Our CX team has also been honored by industry peers—SIIA CODiE, the Appealie Awards, and the Customer Success Collective—for outstanding customer value and partnership. Join the ChurnZero customer success team and become an integral part of this journey—where real innovation, measurable results, and customer-centric leadership define everything we do.

As a Solutions Engineer, you will operate as a ChurnZero subject matter expert by proactively advising customers around areas for deeper adoption of the platform based on ChurnZero and industry best practice, acting as a short-term advisor for both the configuration of native integrations and ChurnZero features on a project basis. You will partner with ChurnZero CSMs as well as the ChurnZero customers' CS and Operations teams to cultivate exceptional experiences and deliver sustained value. You will be responsible for managing projects, customer engagements, timelines, and proactively advising customer teams in the best ways to utilize ChurnZero for full feature adoption and continued renewal.

Responsibilities

• Relationship Management: Build strong customer and prospective customer relationships by maintaining high levels of engagement and communication; be the customer's proactive guide and advocate throughout their time with ChurnZero.
• Proactive Solutions Review for customer's system optimizations: Proactively work with assigned customers to run gap analysis of platform usage and identify areas of improvement within the platform.
• ChurnZero + Technical Knowledge: Maintain a detailed knowledge of native ChurnZero integrations and feature functionality, as well as general database structure. Apply that knowledge to troubleshooting and creative problem-solving with customers. This includes querying databases and working with SQL to diagnose complex data issues.
• Project Management: Manage project deliverables and timelines in coordination with internal and external stakeholders. Communicate project risks, keep stakeholders on track, ensure milestones are met, and meet or exceed team KPIs.
• Technical Communication: Clearly translate technical requirements to both product and development teams, as well as non-technical customers to ensure clarity and confidence in decisions. Provide clear guidelines for sending data to ChurnZero, offer data quality recommendations, and assist with advanced troubleshooting independently and through collaboration with other ChurnZero teams.
• Project Scoping: Accurately scope length and difficulty of data and feature configuration projects aligned with customer goals, then translate them into a project plan that prioritizes time to value, including anticipating and adjusting for roadblocks. You'll be responsible for balancing and prioritizing your time on varying projects across multiple customers.
• Consult on ChurnZero Best Practices: Provide best practices and effectively translate customer needs into ChurnZero workflows to yield long-term customer success. You should have a general understanding of Customer Success best practices, and how to translate those concepts into ChurnZero configurations.
• Documentation of Work: Understand and document the customer's company goals and how we will build toward them using the ChurnZero platform. Use ChurnZero and other relevant systems daily to log, track, facilitate, and monitor customer progress through their projects.
• Internal Collaboration: Collaborate internally with Customer Success Managers, Sales Engineers, Support Reps, Configuration Specialists, and Data Specialists to provide a high-quality customer-centric experience. Act as the internal project manager to ensure customer expectations are met. Contribute to the development of a strong team environment by upholding high work standards. Approach all situations with curiosity and creativity.
• Submit Product and Process Feedback: Inform the future of the ChurnZero platform through product feedback and proposals, both internally and customer driven. Actively participate in the evolution of ChurnZero's own Customer Experience programs and processes; insist on excellence in our own Customer Experience initiatives.

Qualifications

• BA/BS degree or equivalent work experience

• 3+ years' experience in Implementation/Onboarding, Account Management, or SaaS Customer Success roles; Strong perspective on operationalizing Customer Success and industry best practices preferably using ChurnZero to execute these functions.

• Experience with implementing via APIs and/or Javascript

• Technical knowledge as it pertains to software integrations and a working knowledge of SQL.

• Strong analytical problem-solving skills; a verifiable track record of quality decision making based on a mixture of analysis, experience and judgement

• Strong project management skills; ability to break down work into steps and to develop and maintain schedules and task/people assignments. Ability to manage multiple priorities while maintaining strict attention to details

• Ability to accurately scope length and difficulty of projects, including anticipating and adjusting for problems and roadblocks

• Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value

• Strong analytical problem-solving skills; a verifiable track record of quality decision-making based on a mixture of analysis, experience and judgment

• Energetic and self-motivated; a team player who is also a proactive and creative problem solver

• Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms. Must be comfortable with learning at a fast pace and learning on the job.

• Ability to manage multiple priorities while maintaining strict attention to details

• Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

• Working knowledge of Salesforce.com/CRM structures (relational database structures)

About ChurnZero

ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.