Virtasant

Compensation

Full Description

Customer Success Engineering Lead Location/Time zone requirements: Must be based in the San Francisco Bay Area, weekly visits to client's headquarters. About Virtasant Virtasant is a fast-growing global consultancy transforming how technology services are delivered. We are a diverse team of cloud experts, builders, and operators. Since 2006, we’ve helped large enterprises thrive in the public cloud — optimizing cost, scaling infrastructure, migrating legacy systems, and building cloud-native products. We take an AI-first mindset and are big on FinOps, software engineering, product development, and technology operations. Our outcome-driven model helps enterprises solve complexity in cloud, build efficient systems, and unlock real business value. Role Summary We’re hiring a Customer Success Engineering Lead to establish and scale our internal engineering support function from the ground up. This is a critical, high-visibility role that will bridge complex cloud software stacks with customer success, ensuring seamless integration, deployment, and adoption. The role combines team-building, strategy, and hands-on technical leadership. You’ll define support processes, build and mentor a new team, and act as the primary technical interface for customers. Success in this role means scaling customer support maturity from Level 1 to advanced tiers while fostering trusted relationships with both engineering teams and executives. Key Responsibilities Define and execute the end-to-end strategy for integrating complex cloud software stacks from proof-of-concept to customer acceptance. Build the Customer Success Engineering team from scratch — own hiring, training, mentoring, and culture. Establish Level 1 support processes (triage, intake, prioritization, and escalation). Serve as the primary technical contact for customers, leading onboarding, design-in, and technical kickoffs. Translate customer requirements into actionable tasks across platform, data, cloud ops, and capacity operations. Lead complex technical discussions to resolve customer-reported issues and escalations. Provide regular updates, risk tracking, and progress reports to leadership and customers. Continuously improve processes and share lessons learned to strengthen customer outcomes. Must-Have Skills / Experience Proven track record of building and scaling technical support or customer success teams. 7+ years in customer-facing technical roles (support, success engineering, solutions engineering, or similar). Strong background in issue triage, escalation management, and customer engagement. Hands-on experience with cloud platforms, infrastructure, or SaaS (AWS, Azure, or GCP). Ability to communicate technical issues clearly to both engineers and executives. Leadership experience with hiring, mentoring, and process creation. Strong program management and cross-functional collaboration skills. Nice-to-Have Skills Experience in platform engineering, data engineering, or cloud operations. Familiarity with capacity operations or scaling distributed systems. Prior experience in enterprise consulting or managed services. Exposure to technical onboarding and customer design-in processes. Why Join Virtasant Build and lead a new customer success engineering function from day one. Work at the intersection of engineering and customer engagement on high-impact programs. Partner with some of the world’s largest enterprises on complex cloud solutions. Join a global, remote-first consultancy with 4,000+ experts across 130 countries. Grow your career in a culture built for autonomy, trust, and innovation.