Customer Success Engineer

About the role

At JetBrains, code is our passion. Ever since we started, back in 2000, we have been striving to make the strongest, most effective developer tools on earth. Over 15.9 million developers already use our products, and 88 Fortune Global Top 100 companies are JetBrains customers. This role is a Customer Success Engineer focused on China. You will own the end-to-end success of JetBrains customers in China, acting as the primary technical relationship owner for strategic accounts. In this role, you will maintain close relationships with existing customers and ensure their long-term product adoption and satisfaction. You will work directly with account executives to support pre-sales activities and de-risk complex procurement discussions. A core part of your responsibility will be to translate customer feedback into actionable insights for the product and engineering teams. You will proactively identify expansion opportunities and advocate for customer needs internally. This position requires a high level of ownership in driving business growth within the region. You will be the trusted advisor who ensures customers derive maximum value from JetBrains tools.

Key facts

What you'll do

• Work closely with JetBrains account executives and support engineers to ensure a smooth pre-sales process and post-sales product adoption.
• Manage existing large accounts, proactively preserve and develop them, and keep customers up to date on product developments.
• Hold regular discovery calls with existing customers to identify and resolve issues early, understand how they use the product, relay important feedback to the product team, and help optimize their workflows by suggesting new features or improvements.
• Handle customer escalations and help manage expectations with both the internal product team and the customer.
• Provide technical guidance and assistance to existing customers.
• Develop key sales, demo, and technical documentation for customers and adapt existing demos for specific use cases.
• Visit customer offices and meet onsite at conferences and other events when necessary.
• Conduct in-depth discovery sessions with existing customers to map their workflows and uncover new value opportunities.
• Adapt and develop localized sales, demo, and technical documentation to align with specific Chinese market use cases.
• Provide hands-on technical guidance and support to resolve complex product issues for large accounts.
• Proactively manage key accounts to preserve relationships and identify areas for product expansion or renewal.
• Relay critical customer feedback and feature requests to the global product team to influence future development.
• Lead post-sales product adoption initiatives and ensure customers leverage JetBrains tools to their full potential.
• Develop and maintain detailed customer escalations, coordinating with internal support and product teams.
• Build and maintain strong B2B relationships with both technical and executive stakeholders at customer organizations.
• Travel to customer offices and engage at industry conferences and events to strengthen JetBrains presence in China.
• Create tailored demo scenarios and training materials that address the specific needs of different user personas.
• Serve as the main point of contact for customers regarding product adoption, best practices, and workflow optimization.
• Drive discussions with mixed audiences, balancing technical depth with business outcomes for non-technical stakeholders.
• Ensure smooth pre-sales processes by collaborating closely with sales engineers and account management teams.
• Maintain up-to-date knowledge of JetBrains product releases to effectively communicate new features and improvements.

Requirements

• Must have at least five years of customer-facing experience in sales engineering, solutions engineering, or customer success engineering.
• Possess strong interpersonal communication skills, including fluent English speaking and writing for internal and external collaboration.
• Be proficient in software development tools and ideally have hands-on experience in programming, QA, or system administration.
• Speak Chinese at a native level to effectively communicate with local customers and partners.
• Have the ability to grasp complex customer needs and suggest suitable technical solutions quickly.
• Be comfortable giving in-person and remote presentations, holding Q&A sessions, and delivering product demonstrations.
• Willing and able to travel internationally up to 20% of the time for customer visits and events.
• Can work efficiently and successfully without direct supervision in a distributed team environment.
• Possess problem-solving and analytical skills across technical, product, and business domains.
• Have a proven track record of building and developing long-term B2B customer relationships.

Practical notes

This role requires international travel up to 20% of the time. The position is based in Shanghai, China, and involves collaboration with global teams. Applicants must be eligible to work in China and meet the visa requirements for the region. The successful candidate will operate within the framework of JetBrains equal opportunity employment policies.