Senior Customer Success Engineer

About the role

You own the end to end journey for customer success inside AI tools, turning messy requests into focused builds that make the team faster and clients more effective. You operate at the crossroads of product intuition and engineering craft, shipping tools that reshape how advice is delivered. You translate ambiguous operational needs into precise technical outcomes, ensuring every workflow aligns with measurable customer value. You design the scaffolding that allows our success team to scale without sacrificing clarity or quality. You collaborate closely with product managers to define what is built, how it is built, and when it is released. You balance speed with quality, choosing the simplest solution that still scales across advisors and workflows. You own the full stack from experimentation to stable production release, maintaining product thinking across onboarding, self service support, and proactive engagement.

Key facts

What you'll do

Design intake workflows that capture customer needs before any code is written.

Orchestrate build cycles using AI agents and automation to accelerate delivery.

Champion review rituals that measure outcomes and refine experiences.

Drive ship cadence for internal tools and customer features with disciplined execution.

Forge partner integrations that expand what the platform can do for advisors.

Maintain product thinking across onboarding, self service support, and proactive engagement.

Balance speed with quality, choosing the simplest solution that still scales.

Own the full stack from experimentation to stable production release.

Create standardized templates that allow non technical teams to configure customer journeys.

Establish observability practices that surface friction points in the customer journey.

Translate customer feedback into prioritized improvements for the success platform.

Coordinate with engineering to ensure tools remain reliable, performant, and maintainable.

Define guardrails that allow teams to move quickly while protecting data integrity.

Champion continuous learning by documenting patterns and sharing insights across teams.

Requirements

You hold three years minimum experience building internal tools for customer success.

You understand AI platforms well enough to select models and orchestration strategies.

You write clean code and collaborate effectively with product managers.

You reason about cost, reliability, and outcomes in production environments.

You have experience working with event driven architectures and standardized APIs.

You are comfortable navigating ambiguity and making decisions with incomplete information.

You communicate clearly in both written and verbal formats to diverse audiences.

You bring a strong sense of ownership and follow through on commitments.

You are able to work from our offices in Dallas, San Francisco, or Culver City.

Nice to have

Experience working with financial advisors or wealth management workflows.

Our values

Kindness

Kindness does not stop at being nice. We listen to understand. We welcome constructive debate and different viewpoints. We address challenges openly, honestly, and respectfully.

Brilliance

Humility is our core strength, and a growth mindset is always central. We take ownership in everything we touch, using our distinct capabilities to achieve shared goals as a team. We succeed and fail together.

Grit

When obstacles appear, we stay focused on our mission and find a path forward. We remain adaptable and maintain urgency, adjusting quickly to change and overcoming barriers.

The opportunity

We are hiring a Senior Customer Success Engineer to sit at the intersection of AI innovation and customer operations. This is not a conventional engineering role; it is a mission-critical position dedicated to one outcome: making our Customer Success organization dramatically more effective through intelligent systems. Our mission is to make financial advice more affordable and accessible - and this depends on a Customer Success function that scales through insight, not staffing. You will spend most of your time designing and deploying AI agents, automations, and internal tools - with a product manager's instinct for what is worth building and a CX obsession for how it feels to use. This means creating intelligent onboarding flows, self-service support experiences, and proactive engagement tools that users engage with daily. This role suits someone who is deeply technical, product oriented, and moves quickly in an Agile setting. You think like an engineer, an operator, and a PM simultaneously - opinionated about tools, obsessed with customer experience, and pragmatic about tradeoffs that keep the team lean and the mission within reach.

About the company

Altruist builds the AI-forward wealth platform and custodian that ties account opening, trading, portfolio management, billing, and reporting into one workflow. The system handles order routing, settlement, and compliance while providing dashboards and reporting views.

Teams work with standardized APIs and event streams to connect research, risk, and investor experiences. The environment supports iterative product changes and clear configuration options.