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Senior Customer Success Engineer (f/m/d)

Permanent employee, Full-time · New York, NYC
About the role

Taktile exists to create value for organizations through smarter and safer decisions at scale. Our goal is to become the world's leading software provider for automated decision-making in the financial services industry and, to date, our software has been used by our customers to power over 500´000 critical business decisions every day.


  • Taktile is based in Berlin, London and New York City. 

  • Taktile was founded by machine learning and data science veterans with extensive experience building and running production ML in financial services. 

  • Our team consists of engineers, entrepreneurs, and researchers with a diverse set of backgrounds. Some of us attended top universities such as Harvard, Oxford, and Stanford and some of us have no degree at all. 

  • Our team has accumulated extensive work experience at leading tech companies such as Google, Amazon, and Meta, startups, and the enterprise software sphere 

  • Our backers include Y Combinator, Index Ventures, and stellar angels such as the founders of Looker, GitHub, Mulesoft, Datadog, and UiPath.


We’re backed by some of the world’s leading investors and show great traction with scale-ups and large enterprises across the financial services and insurance industry. We are looking to build on this success by growing our sales team, professionalizing our go-to-market, and acquiring more customers.


That’s where you come in.


We are looking for a Senior Customer Success Engineer to join our Customer Success team on the journey of onboarding our customers, supporting them on their journey to success with Taktile products and generally making sure they get value from Taktile fast! 

If you are passionate about state of the art tech products, have gathered a few years of experience working with Python and customers, and enjoy working as part of an awesome team that empowers you to grow, then we think you'll love this job!


ABOUT YOU

  • You know how to build strong customer relationships with stakeholders across different levels of seniority and including both technical stakeholders in an organization (e.g. Principal Engineers, Data Scientists) as well as business stakeholders (e.g. Risk Managers, Credit Analysts).

  • You are curious and customer-centric. You enjoy learning about our customers’ and prospects’ businesses and helping them solve challenges. 

  • You are able to plan and manage project scope, expectations and timelines. You will need to manage multiple projects across your aligned customers that will be at different parts of their journey with Taktile.

  • You are humble and have a growth mindset, with a willingness to learn new skills and methodologies and bring best practices into our business.

  • You are collaborative and work well with your peers in  Marketing, Sales, Product, Engineering and the Customer Success team. 

  • You are creative and proactive - you’re always looking for ways to stand out with customers and prospects. 

  • You have excellent written and spoken English skills.


What You'll Do

  • You will onboard and work with various of our customers' teams (domain experts, product, engineering, data science) to help them solve real-world problems. You understand people and technology, and are proficient and diligent in writing and testing Python code and committed to providing an excellent experience and fast time to value to Taktile’s customers.

  • You will interact closely with our customers ranging from fast moving neobanks to established insurance providers and take responsibility for stakeholder management. You care deeply about solving customers' problems with a true impact, and about monitoring and mitigating technical as well as project risks.

  • You will work closely with the Taktile sales team to run pilot projects as part of the late stage sales cycle and excel by providing creative solutions, sharing built up domain expertise and being proactive in your support.

  • You will work with product management to translate your knowledge of customer problems into product insights.

  • You will analyze usage patterns, troubleshoot, and enhance the customer's user experience of Taktile's product.

  • You will create re-usable collateral, best practices & tools within the Customer Success team.

Ideal, But Not Required
  • You have 3-5 years of experience working within Solution Engineering, as a technical Customer Success Manager / Engineer in a B2B SaaS company or as Senior Consultant.

  • You have a general understanding of REST APIs (design, integration, authentication).

  • You have experience in applying and optimizing statistical and machine learning models to solve business problems.

  • You have acquired domain expertise in the financial services industry (banking, insurance, capital markets, payments, etc.).

Our Offer
  • Work with colleagues that lift you up, challenge you, celebrate you and help you grow. We come from many different backgrounds, but what we have in common is the desire to operate at the very top of our fields. If you are similarly capable, caring, and driven, you'll find yourself  at home here

  • Make an impact and meaningfully shape an early-stage company

  • Experience a truly flat hierarchy and communicate directly with founding team members. Having an opinion and voicing your ideas is not only welcome but encouraged, especially when they challenge the status quo

  • Learn from experienced mentors and achieve tremendous personal and professional growth. Get to know and leverage our network of leading tech investors and advisors around the globe.

  • Receive a top-of-market equity and cash compensation package

  • Get access to a self-development budget you can use to e.g. attend conferences, buy books or take classes.

  • Use the equipment of your choice including meaningful home office set-up.

Our Stance
  • We're eager to meet talented and driven candidates regardless of whether they tick all the boxes. We're looking for someone who will add to our culture, not just fit within it. We strongly encourage individuals from groups traditionally underestimated and underrepresented in tech to apply

  • We seek to actively recognize and combat racism, sexism, ableism and ageism. We embrace and support all gender identities and expressions, and celebrate love in its many forms. We won't inquire about how you identify or if you've experienced discrimination, but if you want to tell your story, we are all ears

Salary
$100.000 - $130.000
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About us
Taktile exists to create value for organizations through smarter and safer decisions at scale. Our goal is to become the world's leading software provider for automated decision-making in the financial services industry and, to date, our software has been used by our customers to power over 500’000 critical business decisions every day.

Taktile is based in Berlin, London and New York City. It was founded by machine learning and data science veterans with extensive experience building and running production ML in financial services. Our team consists of engineers, entrepreneurs, and researchers with a diverse set of backgrounds. Some of us attended top universities such as Harvard, Oxford, and Stanford and some of us have no degree at all. We have accumulated extensive work experience at leading tech companies, startups, and the enterprise software sphere.

Our backers include Y Combinator, Index Ventures, and stellar angels such as the founders of Looker, GitHub, Mulesoft, Datadog and UiPath.
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