Transitioning to a Customer Success Engineer Role: What You Need to Know in 2024
Are you considering a career move into Customer Success Engineering?
It’s a dynamic role that becomes increasingly popular as companies recognize the value of technical expertise in customer-facing positions.
Here are the specifics of Customer Success Engineering and what it takes to succeed in this growing field:
The Rise of Customer Success Engineering
💡According to a recent study by Gainsight, 86% of companies now have a dedicated customer success team, up from just 61% in 2019.
This rapid growth reflects the increasing importance of customer retention and expansion in today's subscription-based economy.
💡Nick Mehta, CEO of Gainsight, explains: "Customer Success Engineering is the natural evolution of customer success. As products become more complex, companies need technical experts who can ensure customers are getting maximum value from their investments."
What is a Customer Success Engineer?
A Customer Success Engineer (CSE) is a technical expert who works closely with customers to ensure they get the most value from a company's product or service.
CSEs typically:
Own a list of customers and are responsible for their technical success
Conduct in-depth investigations into code and customer issues
Write small amounts of code (often Python) to customize solutions
Manage database queries and troubleshoot errors
Act as a bridge between customers and the engineering team
For a more detailed explanation, check out my guide on what customer success is.
Day-to-Day Responsibilities of a CSE
The daily life of a CSE is diverse and challenging.
A typical day might include:
Running technical onboarding sessions for new customers
Troubleshooting complex integration issues
Creating custom reports or dashboards for clients
Collaborating with product teams on feature requests
Hosting webinars or training sessions on advanced product features
To get a better idea of what to expect, read my article on daily habits of customer success managers.
Key Skills for Customer Success Engineers
To excel as a CSE, a combination of technical and soft skills is essential.
💡A 2024 survey by the Technology & Services Industry Association (TSIA) found that the most in-demand skills for CSEs are:
Programming Languages
Proficiency in languages like Python (mentioned by 78% of respondents)
Database Management
SQL knowledge (72% of respondents)
Cloud Platforms
Familiarity with AWS, Google Cloud, or Azure (68% of respondents)
Problem-Solving
The ability to investigate and resolve complex technical issues (92% of respondents)
Communication
Clearly explaining technical concepts to non-technical stakeholders (89% of respondents)
Customer Service
A passion for helping customers succeed (85% of respondents)
For more on essential skills, see my customer success manager skills guide.
Tools and Technologies Used by CSEs
CSEs leverage a variety of tools to perform their duties effectively:
Customer Relationship Management (CRM) systems like Salesforce or HubSpot
Project management tools such as Jira or Asana
Collaboration platforms like Slack or Microsoft Teams
Data visualization tools like Tableau or Power BI
API testing tools such as Postman
💡A 2024 report by G2 found that 73% of CSEs use at least three different software tools daily to manage their workload. For a comprehensive overview, check out my ultimate CSM tool guide.
Making the Transition
For those looking to move into a CSE role, here are some tips:
Specialize
Focus on developing expertise in a specific area like data, AI, cybersecurity, or cloud technologies
Highlight Relevant Experience
When applying, emphasize how past experience relates to the CSE role
Develop Technical Skills
Continuously improve coding and database management abilities
Network
Connect with current CSEs to learn more about the day-to-day realities of the job
For more detailed advice, read my guide on transitioning to a customer success career.
💡Kristi Faltorusso, former Chief Customer Officer at ClientSuccess, advises: "The most successful CSEs are those who can balance technical expertise with strong interpersonal skills. Don't underestimate the importance of being able to communicate complex concepts in simple terms."
Challenges Faced by CSEs
While rewarding, the CSE role comes with its own set of challenges:
Balancing technical problem-solving with customer relationship management
Staying up-to-date with rapidly evolving technologies
Managing customer expectations and timelines
Collaborating effectively with various internal teams
💡A 2024 survey by ChurnZero found that 62% of CSEs cite "keeping up with technological changes" as their biggest challenge.
For strategies to overcome these challenges, see my article on customer success challenges and how to overcome them.
Career Growth and Advancement Opportunities
The CSE role can be a stepping stone to various career paths:
Senior Customer Success Engineer
Technical Account Manager
Solutions Architect
Customer Success Manager
Product Manager
Many CSEs also transition into leadership roles, overseeing teams of engineers or managing entire customer success departments.
For more on career progression, check out my customer success career guide.
Industry Demand and Salary Expectations
The demand for CSEs is growing rapidly across various industries.
💡According to recent data from Salary.com, the average salary for a Customer Success Engineer in the United States ranges from $58,882 to $71,742 per year, with a median salary of $65,094 as of October 2024.
For senior roles, the compensation is even more attractive. Senior Customer Success Engineers can expect salaries ranging from $151,360 to $189,669, with a median of $168,936.
For more detailed salary information, see my article on how much does a customer success manager make.
The Rewards of Customer Success Engineering
Customer Success Engineering offers a unique blend of technical challenge and customer interaction.
CSEs have the opportunity to solve complex problems, drive real business value, and directly impact customer satisfaction and retention.
💡Dan Steinman, Chief Evangelist at Gainsight, sums it up well: "Customer Success Engineering is where the rubber meets the road in SaaS. It's where technical expertise and customer-centricity combine to create real, measurable value for both the customer and the company."
And That’s It
The Customer Success Engineer role offers a fantastic opportunity for technically-minded professionals who enjoy working directly with customers.
With the right skills and approach, transitioning into this growing field can be a rewarding career move.
For more insights into customer success careers, check out my ultimate guide for customer success managers.
I hope that helps,
Hakan.
Founder, The Customer Success Café Newsletter