Enterprise Customer Success Engineer

About Freshpaint

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today

2. Future additional product lines! Our core product provides a platform that we’re building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we need employees to be based in the US. Many of our team is concentrated in various metro areas like SF or NYC.

To balance out our remote-ness, we gather the team 2-4 times per year for offsites. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, and California wine country in the recent past.

We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we’re one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool.

If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

The role

Our success is defined by the success of our customers – we’re looking to bring on founding members of our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing. 

The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes.

Our Customer Success Engineers (CSEs) own one of the very first touchpoints of the customer lifecycle, onboarding the Freshpaint platform onto their websites and applications. CSEs dive deep with customers to understand their data privacy journeys, to learn how to best integrate Freshpaint into their technology stack.

In this role you will:

• Own leading and lagging indicators of success.

  • Efficiently implement the Freshpaint solution alongside our customers, owning time to first value from the beginning to the end of onboarding.

  • Ensure all product features available to the customer are onboarded, and work with Account Management to accelerate adoption of those features.

  • Maintain high NPS scores for both implementation and account satisfaction.

• Achieve operational excellence. 

  • Ensure all communication and activities with assigned customers are consistently documented in our project management tool (Monday) 

  • Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers.

  • Continuously measure and communicate key metrics to peers and leadership.

• Own the onboarding journey throughout the entire engagement.

  • Support a portfolio of clients and manage the technical details of their implementation, onboarding, adoption and growth.

  • Understand and translate your customer’s goals into a defined implementation plan, and configure their Freshpaint subscription to satisfy their requirements. 

  • Collaborate with Engineering, Product, and Support teams to identify opportunities for product enhancements and solve product issues

• Become knowledgeable about healthcare data privacy.

  • Have complete context on our product and become an expert in the larger healthcare data privacy space.

  • Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform

  • Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives.

• Form close relationships with our customers.

  • Serve as the trusted technical advisor for key customer champions and executives including C-levels.

  • Cultivate relationships with key customer roles from functional owners to senior management.

• Advocate for the best customer experience.

  • Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships.

  • Serve as the voice of the customer internally at Freshpaint by providing customer feedback to product, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales.

• Expand existing customers.

  • Proactively identify where and how Freshpaint capabilities can deliver incremental business value.

  • Work with Account Management to drive expansion opportunities with clear objectives, technical requirements, and action plans.

• Constantly iterate on our process.

  • Be part of a growing team at Freshpaint and help inform our approach to our customer lifecycle processes.

  • Work cross functionally and manage special projects internally to help Freshpaint scale as fast as possible.

  • Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies.

• Travel up to 20% of the time.

  • Drive customer attendance to Freshpaint in person events and attend industry events to engage customer stakeholders

  • Visit customers onsite where possible for partnership reviews and relationship building

Requirements – what you’ll bring:

• Previous experience and expertise developing, implementing, or managing digital solutions.

  • At least 3 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise and working with customers in a Professional Services, Customer Success Engineer, Solutions Consultant, Solutions Architect or similar client-facing role

  • Clear understanding of web technologies, analytics, and front-end development

  • Experience supporting and troubleshooting platform configurations

  • Working proficiency with HTML, CSS, and JavaScript

• Technical Proficiency & Stakeholder Alignment. 

  • Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics

• Analytical & Operational Excellence. 

  • Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions

• Effective Communication & Collaboration.

  • Exceptional oral and written communication skills, with the ability to work cross-functionally

  • Facilitate kickoff calls and implementation scoping discussions as necessary with multiple stakeholders, including our customer’s agency partner(s).

• Team Collaboration.

  • Demonstrated ability to excel in a collaborative, geographically distributed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills

• Passion for Customer Success.

  • Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues

  • Ability to drive adoption and sell new product offerings and services

Nice To Have

• Experience working with customer data and/or marketing technology products

• Experience with HTML, CSS, JavaScript, SQL

• Experience working with integrating data using front-end and server-side APIs 

• Experience in analytics tools or warehouses (Looker, Tableau, Snowflake, Redshift, etc.)

• Domain expertise in SaaS, Healthcare, Data Privacy, or Enterprise Healthcare (B2B and/or B2C)

• Experience working with customers in the Healthcare industry

• Deep knowledge of customer data, product analytics, and common vendors in the space

Benefits - what we offer in return:

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.

• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

• Freshpaint Fridays: Half-day Fridays. Every week.

• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

• 100% remote

• Flex in-office if you want with $150 WeWork credits each month

• 401k

• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

• Mental health benefits - therapy appointments and more covered by the company

• 2 Treat Yourself Days per year: We’ll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

• Generous parental leave

• Paid Spotify

• Health & Wellness benefit – gym membership or similar covered

• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past. Ask us about the legendary Jackson offsites!

• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we’d love to be your first angel investors.

If you are interested in reading more about our team and our values, check out our team page.

Interested? How to apply

Please reach out even if you don’t meet all criteria! If you’re smart and driven, we’d love to hear from you.

What happens after you apply

If you apply online, you will hear back if you’re a fit within a week or two. You will not hear back if you’re not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.