Customer Success Engineer

About the role

You'll be the person clinics call when they need help. But this isn't traditional support — you'll onboard practices onto an AI marketing platform, handle website edits through WebGen, troubleshoot content generation issues, and feed structured insights back to the product team. You're half support engineer, half product voice-of-the-customer.

What you'll do

• •Onboard new clinics — set up their Penster account, configure FeedGen and WebGen, walk them through approvals
• •Handle website edits, content changes, and customization requests through WebGen
• •Troubleshoot issues across the platform and coordinate fixes with engineering
• •Collect structured feedback from clinics and surface patterns to the product team
• •Build repeatable onboarding processes as we scale from dozens to hundreds of clinics
• •Drive retention through proactive check-ins and usage monitoring

What we're looking for

• •1+ years in customer success, support, or account management
• •Technical aptitude — comfortable with web technologies and basic troubleshooting
• •Excellent communication in English and Hindi
• •Empathetic, patient, and genuinely enjoy helping people
• •Can document processes clearly for a growing knowledge base

Nice to have

• •Experience supporting SaaS or tech products
• •Familiarity with CRM tools
• •Background in healthcare or medical practice operations