AI & Digital Customer Success Engineer
Halcyon · United States
- Hybrid
- Full-time
- $150,000 / year
- United States
Job highlights
- Design AI-driven digital programs for customer success.
- Utilize SQL for data analysis and operationalization.
- Develop automated engagement sequences using AI.
- Collaborate cross-functionally for program development.
- Drive customer adoption and measurable business value.
About the role
About Halcyon
Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.
Formed in 2021 by cyber industry veterans, Halcyon is focused on building products and solutions for mid-market and enterprise customers. As a remote-native, completely distributed global team, we recognize great talent can exist anywhere.
The Role
We are seeking an experienced AI & Digital Customer Success Engineer to join our Customer, Value and Trust (CVT) team. This role is at the intersection of AI, digital engagement strategy, and post-sales customer success. You will design and execute AI-driven and digital-first programs to improve customer engagement and accelerate product adoption.
You are equally technical and strategic, comfortable writing SQL, configuring CS platforms, designing automation workflows, and experimenting with AI tooling to drive smarter customer engagement.
Responsibilities
- Design, build, and continuously iterate on AI-powered digital programs driving measurable outcomes across the post-sales customer journey (onboarding, adoption, expansion).
- Write SQL queries to extract, analyze, and operationalize customer data (usage trends, adoption signals, churn indicators).
- Develop and operationalize automated engagement sequences using AI and digital channels tailored to customer segment, behavior, and lifecycle stage.
- Build and maintain digital success programs (self-service, automation, in-product guidance) in collaboration with Customer Marketing.
- Leverage behavior data and customer signals to personalize digital touchpoints, delivering the right message at the right time.
- Act as a cross-functional bridge, translating customer needs into technical and programmatic solutions.
- Develop reusable playbooks and scalable solutions for team adoption.
Skills And Qualifications
- 4+ years of experience in technical CS, CS Operations, or a related post-sales function at a SaaS, cybersecurity, or enterprise technology company.
- Demonstrated experience designing and executing digital or tech-touch customer programs at scale.
- Solid SQL skills; able to independently write queries to pull and analyze customer data.
- Strong analytical mindset; able to interpret data and translate insights into clear, actionable recommendations.
- Familiarity with AI and machine learning tools, APIs, or automation platforms.
- Excellent communication and storytelling skills; able to translate technical logic and data insights to non-technical audiences.
- Comfortable working cross-functionally with CS, Product, Data, and Marketing.
- Customer-centric mindset with a relentless focus on driving measurable business value.
Benefits
- Comprehensive healthcare (medical, dental, vision) with premiums paid in full.
- Short and long-term disability, life, and AD&D insurance.
- Medical and dependent care FSA options.
- 401k plan with generous employer contribution.
- Flexible PTO policy.
- Parental leave.
- Generous equity offerings.
Key Skills/Competency
- AI
- Digital Engagement
- Customer Success
- SQL
- Automation
- SaaS
- Cybersecurity
- Data Analysis
- Program Design
- Customer Adoption
Skills & topics
- AI
- Digital Customer Success
- Customer Success Engineer
- SaaS
- Cybersecurity
- SQL
- Automation
- Data Analysis
- Program Management
- Technical Support
How to get hired
- Tailor your resume: Highlight your AI, digital engagement, and customer success experience, emphasizing SQL and automation skills.
- Showcase your technical skills: Provide examples of designing and executing digital customer programs and using AI tooling.
- Quantify your impact: Use data and metrics to demonstrate the measurable outcomes you've driven in previous roles.
- Demonstrate cross-functional ability: Mention experience working with CS, Product, Data, and Marketing teams.
- Prepare for behavioral questions: Be ready to discuss your customer-centric approach and problem-solving skills.
Technical preparation
Practice advanced SQL queries for data analysis.,Familiarize yourself with AI/ML tools and APIs.,Build sample automation workflows for customer engagement.,Review SaaS CS platforms and digital program design.
Behavioral questions
Describe a time you used AI for customer success.,How do you translate customer needs to solutions?,Share an experience scaling digital customer programs.,How do you prioritize customer value and data insights?
Frequently asked questions
- What is the base salary range for the AI & Digital Customer Success Engineer role at Halcyon?
- The expected base salary range for this AI & Digital Customer Success Engineer position at Halcyon is $140,000 - $160,000 annually. This range may vary based on factors like experience, skills, qualifications, knowledge, and location.
- Does Halcyon offer benefits for the AI & Digital Customer Success Engineer role?
- Yes, Halcyon offers a comprehensive benefits package for eligible employees, including medical, dental, and vision insurance, disability coverage, life insurance, FSA options, a 401k plan with employer contribution, flexible PTO, parental leave, and generous equity offerings.
- What are the key technical skills required for the AI & Digital Customer Success Engineer position?
- Key technical skills for this AI & Digital Customer Success Engineer role include strong SQL for data analysis, experience with AI and machine learning tools or APIs, and proficiency in configuring CS platforms and designing automation workflows.
- Is the AI & Digital Customer Success Engineer role at Halcyon remote?
- Yes, Halcyon is a remote-native, completely distributed global team, and they recognize great talent can exist anywhere. This AI & Digital Customer Success Engineer role is therefore remote.
- What kind of experience is needed for the AI & Digital Customer Success Engineer job?
- The AI & Digital Customer Success Engineer role requires 4+ years of experience in technical CS, CS Operations, or a similar post-sales function within SaaS, cybersecurity, or enterprise technology. Demonstrated experience in designing and executing digital or tech-touch customer programs at scale is essential.
- How can I stand out when applying for the AI & Digital Customer Success Engineer role at Halcyon?
- To stand out for the AI & Digital Customer Success Engineer role, highlight your experience with AI and digital engagement strategies, showcase your strong SQL and data analysis capabilities, and provide examples of successfully scaling customer programs. Emphasize your ability to translate customer needs into technical solutions and drive measurable business value.