Customer Success Engineer

Summary

Roboflow builds tools and resources for making the world programmable with artificial intelligence, including computer vision and machine learning products. The Customer Success Engineer helps self-serve and Corporate customers become successful, independent Roboflow users through technical enablement programs, live training, educational content, and scalable solutions to recurring customer friction.

Responsibilities

• Develop, deliver, and continually improve technical enablement programs for Roboflow's self-serve customer base, covering platform onboarding, annotation strategy and quality, dataset management, model training and evaluation, workflows and deployments and workspace administration
• Host bi-weekly webinars, technical workshops, office hours, and other live educational sessions
• Develop learning journeys that guide customers towards increasingly sophisticated use of Roboflow technology
• Deliver Roboflow's structured 1:1 Targeted Enablement Option Pack for qualifying customers
• Create reusable technical enablement assets including documentation, videos, walkthroughs, recordings, and reference materials
• Identify recurring customer questions and turn them into scalable educational programs or assets
• Monitor customer activation and engagement signals to identify users and cohorts who may benefit from specific enablement programs
• Measure participation and effectiveness of enablement programs for continual improvement
• Collaborate with Product to identify and close recurring knowledge and usability gaps
• Stay current with the latest Roboflow product features, releases, workflows, and recommended best practices

Skills

• You are technically curious, customer-focused, and get satisfaction from helping people become capable and confident users of complex technology
• You may come from Customer Success, technical enablement, Developer Relations, Support, Solutions Engineering, or another customer-facing technical role
• You enjoy understanding why customers struggle with a product and turning those insights into better ways of teaching thousands of customers — not simply solving the same problem repeatedly
• You are comfortable teaching technical concepts live, creating clear educational content, and guiding customers through unfamiliar workflows
• You know when to demonstrate, when to advise, and importantly when to let the customer drive the keyboard
• You look for patterns
• If several customers ask the same question, your instinct is not simply to answer it again; it is to create the guide, video, workshop, workflow, or program that means the next customer can answer it themselves
• Empathetic to customer needs and the importance of communicating in remote relationships, you can provide clear and prescriptive guidance while maintaining the boundaries required for a scalable self-service customer experience
• Working knowledge of computer vision and machine learning, including datasets, annotation, model training, evaluation, and inference
• Comfortable using Python and working with APIs, notebooks, and common developer tooling
• Ability to become highly proficient across the Roboflow platform and demonstrate its workflows confidently to customers
• Understanding of model evaluation concepts including precision, recall, confidence thresholds, confusion matrices, and common causes of poor model performance
• Understanding of dataset quality, annotation strategy, dataset versioning, and approaches for identifying difficult or underrepresented examples
• Ability to translate technical concepts into clear, practical guidance for users with varying levels of ML experience
• • Technical Teaching: Able to explain unfamiliar technical concepts clearly and adapt the explanation to the customer's level of experience
• • Pattern Recognition: Recognize recurring questions and friction across customer interactions and identify opportunities to solve them systematically
• • Program Delivery: Methodical planning and delivery of structured 1:1 sessions, webinars, workshops, and other customer-facing technical programs
• • Content Creation: Able to create concise, technically accurate educational material across written, recorded, and live formats
• • Workload Management: Manage multiple customers progressing through structured enablement while balancing program delivery and reusable content creation
• • Customer Communication: Communicate clearly and professionally before, during, and after enablement engagements, setting expectations around preparation, outcomes, and next steps
• Roboflow is distributed across the US and Europe
• You can work from one of our Hubs (we offer a relocation bonus), work from home, work at co-working spaces, etc
• Roboflow primarily operates during the daytime hours in the US and there are some synchronous meetings you'll be expected to attend each week
• Experience using the Roboflow platform or contributing to the Roboflow ecosystem
• Previous experience in Customer Success, technical enablement, Developer Relations, technical education, Solutions Engineering, or technical Support
• Experience creating technical educational content such as tutorials, videos, workshops, documentation, or developer courses
• Experience delivering webinars, workshops, technical demonstrations, or customer training
• Experience working with product-led growth or self-service SaaS customers
• Experience using product telemetry or customer activation data to inform customer engagement programs

Qualifications

Must Haves

• You are technically curious, customer-focused, and get satisfaction from helping people become capable and confident users of complex technology
• You may come from Customer Success, technical enablement, Developer Relations, Support, Solutions Engineering, or another customer-facing technical role
• You enjoy understanding why customers struggle with a product and turning those insights into better ways of teaching thousands of customers — not simply solving the same problem repeatedly
• You are comfortable teaching technical concepts live, creating clear educational content, and guiding customers through unfamiliar workflows
• You know when to demonstrate, when to advise, and importantly when to let the customer drive the keyboard
• You look for patterns
• If several customers ask the same question, your instinct is not simply to answer it again; it is to create the guide, video, workshop, workflow, or program that means the next customer can answer it themselves
• Empathetic to customer needs and the importance of communicating in remote relationships, you can provide clear and prescriptive guidance while maintaining the boundaries required for a scalable self-service customer experience
• Working knowledge of computer vision and machine learning, including datasets, annotation, model training, evaluation, and inference
• Comfortable using Python and working with APIs, notebooks, and common developer tooling
• Ability to become highly proficient across the Roboflow platform and demonstrate its workflows confidently to customers
• Understanding of model evaluation concepts including precision, recall, confidence thresholds, confusion matrices, and common causes of poor model performance
• Understanding of dataset quality, annotation strategy, dataset versioning, and approaches for identifying difficult or underrepresented examples
• Ability to translate technical concepts into clear, practical guidance for users with varying levels of ML experience
• • Technical Teaching: Able to explain unfamiliar technical concepts clearly and adapt the explanation to the customer's level of experience
• • Pattern Recognition: Recognize recurring questions and friction across customer interactions and identify opportunities to solve them systematically
• • Program Delivery: Methodical planning and delivery of structured 1:1 sessions, webinars, workshops, and other customer-facing technical programs
• • Content Creation: Able to create concise, technically accurate educational material across written, recorded, and live formats
• • Workload Management: Manage multiple customers progressing through structured enablement while balancing program delivery and reusable content creation
• • Customer Communication: Communicate clearly and professionally before, during, and after enablement engagements, setting expectations around preparation, outcomes, and next steps
• Roboflow is distributed across the US and Europe
• You can work from one of our Hubs (we offer a relocation bonus), work from home, work at co-working spaces, etc
• Roboflow primarily operates during the daytime hours in the US and there are some synchronous meetings you'll be expected to attend each week

Nice to Haves

• Experience using the Roboflow platform or contributing to the Roboflow ecosystem
• Previous experience in Customer Success, technical enablement, Developer Relations, technical education, Solutions Engineering, or technical Support
• Experience creating technical educational content such as tutorials, videos, workshops, documentation, or developer courses
• Experience delivering webinars, workshops, technical demonstrations, or customer training
• Experience working with product-led growth or self-service SaaS customers
• Experience using product telemetry or customer activation data to inform customer engagement programs

Benefits

• $4000/yr Travel Stipend to travel anywhere anytime to work alongside other Roboflowers
• $350/mo Productivity stipend to spend on things that make your work environment more productive, like high-speed internet at home or a co-working space
• Cover up to 100% of your health insurance costs for you and your partner or family
• Equity in the company so we are all invested in the future of computer vision
• Opportunities like team onsites in different cities to work in person with other team members
• We offer a relocation bonus
• You can work from one of our Hubs, work from home, work at co-working spaces, etc.