[Remote] Founding Customer Success Engineer

Note: The job is a remote job and is open to candidates in USA. Strac is hiring its first dedicated customer success professional to own customer relationships from signed contract through onboarding, support, renewals, and expansion. The role supports security and IT teams and works closely with the CEO and engineering team.

Responsibilities

• Onboard new customers: connect Slack, Google Workspace, M365, Zendesk, AI tools, endpoints and browsers, set up DLP/DSPM policies, and get them to value fast
• Own the customer Slack channels: triage questions, reproduce issues, debug integrations, and hand the engineering team a clean ticket (not a vague complaint)
• Run renewals and find expansion: more seats, more connectors, endpoint and browser DLP, AI data security
• Build the playbooks and automation (AI agents, docs, health scores) that let one person manage 75+ accounts
• Turn customer pain into product input the engineers can act on

Skills

• Experience: 3+ years
• Visa: US citizen/visa only
• Former startup founder or founding team member, or the first customer success / technical account manager / solutions engineer hire at an early-stage B2B SaaS startup
• Technical: you can read API docs, debug an OAuth or SSO integration, understand how DLP policies and detectors work, and talk credibly to a security engineer
• Extreme ownership. You don't escalate problems; you solve them and then build the system so they don't recur
• Commercially minded: comfortable owning renewals and expansion numbers, not just NPS
• Clear writer, fast mover, uses AI tools aggressively for support, docs and ops
• Having worked at a security, DLP, DSPM or compliance company is a strong plus

Benefits

• Variable on renewals/expansion
• Meaningful early equity

Company Overview