Customer Success Engineer

Job description

As a **Customer Success Engineer** at vCluster, you aren't just managing accounts — you are the primary architect of customer outcomes after the deal closes. Sitting at the intersection of technical depth and customer strategy, you ensure our customers — from hyper-growth AI Clouds to Global Fortune 500 enterprises — realize the full value of their investment and keep expanding it. You are not a reactive support resource. You are a proactive partner who drives adoption, identifies expansion opportunities, and spots churn before it becomes visible. You build deep relationships with Platform Engineering leaders, DevOps teams, and executive buyers alike — and you can talk credibly with all of them. **Your Role and Impact:** - **Onboarding Ownership:** Lead end-to-end customer onboardings — from the sales handoff through to project close. You coordinate architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews. You set the tone for how customers experience vCluster from day one. - **Success Planning:** Build and maintain customer success plans that document business objectives, KPIs, adoption milestones, and a forward plan. You treat the success plan as a living document that drives every customer conversation, not a one-time deliverable that sits in a folder. - **Value Articulation:** Translate platform adoption into business outcomes. You connect Tenant Cluster growth, provisioning time savings, and developer self-service enablement to the metrics your customers care about — cost efficiency, engineering velocity, risk reduction, and platform ROI. When it's time to renew or expand, the business case is already built. - **Proactive Engagement:** Own the customer relationship cadence — regular check-ins, Quarterly Business Reviews, and Executive Business Reviews. You do not wait for the customer and you run executive reviews that reinforce strategic partnership, not just feature updates. - **Technical Credibility:** Hold credible technical conversations with platform engineers, DevOps leads, and architects. You understand the vCluster architecture well enough to discuss Tenant Cluster deployment patterns, RBAC, Tenant Isolation, integrations, and Day 2 operations. You can independently assist the customer with their technical challenges and design optimal deployment architectures. - **Renewal and Expansion:** Own the renewal motion for your accounts — starting 90+ days out. You recognise expansion triggers — new use cases, AI/GPU workloads, additional Tenant Clusters, tier upgrades — and you work with the Account Executive and Solutions Engineer to convert them into growth that solves real customer problems. - **Customer Advocacy:** Serve as the internal voice of your customers. You represent their feature requests, escalate blockers, and provide actionable feedback to Product and Engineering grounded in real account context — not anecdote. **This Role is a Fit for You If:** - **Proven Post-Sales Experience:** You have experience in a technical post-sales role — customer success, technical account management, or professional services — with a track record of driving adoption and measurable business outcomes across a portfolio of technical customers. - **Technical Credibility:** You have hands-on familiarity with Kubernetes and cloud-native technologies. You can engage with platform engineers on architecture questions, discuss RBAC and Tenant Isolation patterns, and hold your ground in a conversation about cloud infrastructure without bluffing. You know when to bring in deeper technical resources. - **Stakeholder Range:** You can run an executive business review with a Head of Technology in the morning and troubleshoot an onboarding question with a platform engineer in the afternoon. You adapt your communication without losing depth or credibility in either direction. - **Structured and Proactive:** You operate with a clear framework — success plans, adoption milestones, renewal timelines — and you don't need to be reminded to use them. You identify risk before the customer tells you about it. - **Commercial Awareness:** You understand what drives renewal and expansion in a SaaS or platform business. You surface growth opportunities that solve real customer problems, not just opportunities that look good on a pipeline report. **Bonus Points For:** - Kubernetes certification (CKA or CKAD) or equivalent demonstrated technical depth in cloud-native infrastructure. - Experience with AI/ML infrastructure, GPU compute environments, or customers building internal developer platforms at scale. - Background working with regulated industries — financial services, healthcare, or public sector -- where compliance and governance add complexity to technical decisions. - Contributions to the Kubernetes or open-source ecosystem. - Experience at a Series B-D startup where you've operated with autonomy and helped build a repeatable post-sales motion from the ground up. ## **About vCluster Labs** We're the #1 platform for AI infrastructure, trusted by the world's fastest-growing AI cloud builders. We're a venture-backed startup that's raised over $28M from top-tier investors including Khosla Ventures (first investor in OpenAI, GitLab, Stripe, and DoorDash), and we're in a hyper-growth phase looking for motivated people to join our team. Our headquarters are in San Francisco (Salesforce Tower), but our team is distributed around the globe with a remote-first culture. We give AI Cloud providers and AI factories a hyperscaler-like experience on their own GPU infrastructure. Our platform runs the full stack an operator needs, from bare metal provisioning and node lifecycle management up through managed Kubernetes, Slurm, Ray, and inference clusters, so they can turn raw GPUs into cluster products they can sell in days instead of spending 12+ months building it themselves. Today we power over 100,000 GPUs and 1 million CPUs across 50+ AI clouds and Fortune 500 companies, backed by a team of 40+ infrastructure engineers who build alongside our customers rather than just shipping them software. We're the company behind vCluster, the open source technology for tenant isolation on Kubernetes, with 11,000+ GitHub stars and 40M+ tenant clusters created since 2021. Open source is part of our DNA. At KubeCon North America 2025, we launched our Infrastructure Tenancy Platform for AI, a Kubernetes-native framework built for running AI, ML, and GPU-intensive workloads anywhere, with an NVIDIA-validated reference architecture for DGX systems. **Benefits** We offer the following benefits: - **Competitive Salary**: We offer a competitive compensation package, including equity. - **Platinum-Level Insurance**: Health, dental, vision, and life Insurance, including plans for you and eligible dependents (benefits vary depending on country). - **Flexible Working Schedule:** You have a doctor’s appointment or need to head to the supermarket to get groceries at 2pm? We won’t have an issue with that. To us, results matter more than clocking in and out at the same time every day. - **Workplace Flexibility:** We’re very flexible about where you work. We know things can change in life and we’re happy to adjust the work environment for you along the way. ## ## **Culture & Values** At vCluster Labs, we value and stand for: 1. **Make it Happen:** We have a relentless bias for action and the grit to push through obstacles. We do whatever it takes to figure it out, put in the work, and ruthlessly prioritize the actions that drive measurable impact for the business. 2. **Own the Outcome:** We understand that our responsibility doesn't end when a task is checked off; it ends when the value is delivered. We connect our daily individual actions to the broader success of the company and our customers. 3. **Create Wow:** We measure success by the experience we generate, both inside and outside the company. For our customers, this means impressive speed and intuitive experiences. For our team, this means going the extra mile to support one another and to continuously drive each other to new heights. 4. **Open Source, Open Mind:** We are actively contributing to and maintaining open-source projects. Internally, we foster meritocracy — the strongest ideas win, no matter who or where they come from. 5. **Build Tomorrow’s Standards, Intentionally:** We don't just ship software; we define the state-of-the-art of tomorrow. We are fearless in tearing down old approaches to build something better, but we are disciplined in how we do it because we know our users rely on our technology to run mission-critical infrastructure platforms.