Founding CS Engineer

Lightfield is an AI-native CRM that adapts and automates customer interactions to drive growth. The role involves owning support and customer success, building systems to enhance customer experience, and defining AI-native post-sales functions.

Responsibilities:

• Own support, end to end
• Own the inbound queue across Slack and email, including response time and resolution quality
• Set and hold SLAs, triage, and define escalation criteria
• Resolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setup
• Turn recurring tickets into documentation
• Build the system that scales it
• Stand up the AI support agent and drive deflection up
• Keep the knowledge base ahead of the product, so the agent answers without you
• Build internal tooling for what customers can't self-serve yet. Engineering absorbs it over time, so you build what's needed now
• Build the health score model around a north-star metric that predicts retention and expansion
• Drive activation and retention
• Deploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequences
• Run proactive rescues on at-risk accounts
• Surface expansion signals. With consumption-based pricing, this is a revenue function
• Document it and close the loop
• Write the Support and CS playbook: SOPs, triggers, rules of engagement
• Build the reporting leadership reads: retention, engagement, risk, expansion
• Own the product feedback loop. You see what's breaking first, and engineering needs it from you