Solutions Engineer
At a glance
Mid-level Solutions & Sales Engineering role at Mach9. San Francisco · full-time · $130,000–$200,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- You'll own post-sale relationships and serve as customers' main day-to-day contact
- You'll lead kickoff, setup, training, and the first production project to speed time to value
- You'll coordinate customer projects, timelines, stakeholders, follow-ups, and delivery blockers
- You'll reproduce support problems, keep customers informed, and work with Engineering on fixes
- You'll spot account growth opportunities and turn customer feedback into sales and engineering actions
What you bring
- You bring organized project-management habits and consistent follow-through
- You communicate clearly with technical and nontechnical audiences, adapting across field crews and executives
- You can manage several accounts independently and know when to resolve, escalate, or reset expectations
- You can create clear updates and presentations while working comfortably in Google Workspace and Notion
- You have used AI to automate repetitive work and build practical solutions
Who this fits
This role suits someone who wants an early Customer Success position with influence over playbooks, templates, and operating processes. You'll work onsite in San Francisco and should be ready to travel about one week per month when needed. Experience with AEC, surveying, infrastructure, geospatial workflows, or customer implementation would be useful.
From the employer
The role
Join us a Solutions Engineer on our Customer Success team and guide customers from first project to long-term partner.
You’ll own the Digital Surveyor post-sale experience for a portfolio of customers. Your goal is to get customers live on production work fast, keep projects moving, and grow usage over time. You’ll run onboarding, manage project execution, triage support issues, and partner with sales and engineering on renewals, expansions, and product feedback. As an early member of our Customer Success organization, you’ll have the opportunity to help define the playbooks, templates, and processes that make our customers exceptionally successful and scale Mach9.
What you'll do
Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.
Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.
Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.
In a given week, you might
Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
Review active projects, unblock issues, and align next steps with project managers.
Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
Triage a support ticket, reproduce it, and coordinate an Engineering fix while keeping the customer updated.
Travel onsite to accelerate onboarding with a production team (as needed).
Proactively reach out to an account whose usage has dropped to re-engage them.
You may be a right fit if you
Have project management instincts: you’re organized, responsive, and relentless about follow-through.
Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
Communicate clearly with technical and non-technical audiences.
Know when to solve, escalate, or reset expectations.
Can manage multiple accounts and priorities without heavy oversight.
Care deeply about customers succeeding on real work, not just closing tickets.
Are comfortable creating clear written updates and presentations.
Are comfortable with tools like Google Workspace and Notion.
Have experience using AI to automate repetitive workflows and build practical solutions.
Are willing to travel ~25% (approximately one week per month).
Nice to have
Experience in AEC, surveying, infrastructure, or geospatial workflows.
Prior Customer Success, Implementation, Solutions, or Project Management experience.
Familiarity with HubSpot.
SQL or basic data fluency for pulling reports and analyzing usage.
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