About this role

Own all four adoption phases end-to-end for a portfolio of enterprise accounts, from first post-deployment kickoff through renewal signature.
Maintain a customer-specific 30/60/90 roadmap, updated weekly and reviewed in every customer sync.
Run every customer-facing meeting type in the process: kickoffs, team enablement sessions, bi-weekly product feedback calls, power-user 1:1s, weekly syncs, exec/leadership syncs, and Quarterly Business Reviews.
Publish a monthly async leadership update to each account’s executive sponsors — written, concise, and built on real usage data.
Own customer-specific integrations, custom prompt engineering, and edge-case debugging for each assigned account.
Instrument and maintain accuracy tracking in collaboration with the customer — ensuring the dataset is customer-owned and credible, not vendor self-reported.
Identify and capture failure modes through power-user 1:1s, then work with the product team to translate them into roadmap items.
Debug and resolve platform issues surfaced during adoption, coordinating with engineering when needed.

5+ years in a technical customer-facing role: solutions engineering, solutions architecture, technical account management, or customer success engineering at an enterprise software or infrastructure company.
Genuine technical depth — you can read logs, understand distributed systems failures, and have a point of view on why an AI agent produced a wrong root cause.
Demonstrated ability to run executive-level conversations and engineer-level conversations in the same week with the same customer.
Experience driving adoption of a technical product with a complex, multi-stakeholder customer.
Strong written communication.
Comfort with ambiguity and a builder's instinct.

AI Adoption Engineer

Key skills