Back to jobs

Sr. Customer Success Engineer

Remote-US
About the Company:
 
FastSpring is the world’s leading ecommerce platform for SaaS/Software, gaming, and digital product companies. Our product hosts over 10 million transactions per year, powering sales growth for more than 3,500 companies in over 200 countries, using every major currency. We pride ourselves on being an innovative company with an entrepreneurial culture, growth mindset, global influence, and profitable operations.
 
We are committed to building an inclusive work environment, and we invest in our employees by helping team members grow and develop professionally. We are developers, technologists, and business professionals who are globally-minded, customer-focused, and driven by constant innovation.
 
Founded in 2005, FastSpring is a privately owned company headquartered in Santa Barbara with offices in Amsterdam, Austin, Belfast and Halifax.

Position Overview: 

The Senior Customer Success Engineer will lead technical enablement for FastSpring’s strategic and key customers, helping them implement, integrate, and scale successfully on our platform. As a trusted technical advisor, you’ll guide customers through feature adoption, troubleshoot complex issues, and advocate for their needs within FastSpring.

This position is pivotal in bridging business objectives with technical execution to drive customer satisfaction, retention, and growth. Responsibilities include delivering comprehensive product demonstrations to both technical and non-technical audiences, and managing all technical aspects of customer expansion opportunities, migrations from legacy systems, and the implementation or enhancement of additional stores.

Day-to-Day Responsibilities:

  • Consult with clients to drive product engagement and help them realize full value from the platform.
  • Lead adoption of new and existing platform features for key customers, including API integrations and platform configurations.
  • Guide customers through implementation plans and lead technical migrations from our legacy platform to the current platform, ensuring best practices and timely deployment.
  • Build great relationships with both technical and business stakeholders. Be a go-to technical resource and partner for Customer Success Managers and key customers.
  • Represent the voice of the customer internally — surface product feedback, feature requests, and pain points.
  • Work closely with Sales, Customer Support, Product, and Engineering teams, serving as a key liaison between Customer Success and Production Support. Manage the process of identifying, prioritizing, and communicating customer-facing issues and their resolutions.
  • Lead and coordinate all aspects of the client’s technical product usage, from integrating with FastSpring’s platform to helping customers interpret data in the context of their environments.  
  • Proficient in basic data analysis techniques and comfortable using tools (e.g., Excel, Google Sheets) to proactively interpret customer data, understand customer health, predict potential issues, and drive positive outcomes.
  • Diagnose and resolve customers’ technical platform problems, including problem recognition, research, resolution, and follow-up steps. 
  • Assist CSMs in generating new business opportunities and ensuring the growth of existing accounts.
  • Provide technical training to clients and communicate customer feedback for future product developments.

Experience & Qualifications:

  • Minimum 5 years of experience supporting SaaS, web applications, or e-commerce technologies in customer-facing technical roles, ideally in customer success, technical support, or development.
  • Experience in SaaS, fintech, or payments environments with a proven track record managing complex enterprise customers.
  • Strong domain knowledge of eCommerce, including checkout processes, DRMs, fulfillment solutions, ESD, analytics tools (Google Analytics, Google Tag Manager), and payment gateways.
  • Solid understanding of front-end web development, including browser developer tools, HTML, CSS, JavaScript, and jQuery.
  • Strong understanding of webhooks.
  • Experience with RESTful APIs and tools such as Postman, cURL, and command-line API clients.
  • Familiarity with databases (SQL & NoSQL), data formats like JSON and XML, and BI tools such as Looker or Tableau.
  • Adaptability to changing goals based on customer demands and market conditions.
  • Excellent problem-solving skills with the ability to assess needs accurately, stay calm under pressure, and act quickly to resolve issues.
  • Strong organizational, interpersonal, and communication skills; able to confidently engage both executive and technical audiences.
  • Willingness to travel to customer sites if needed.
  • Bachelor’s degree in engineering, computer science, information systems, or a related field, or equivalent practical experience.

Bonus Experience:

  • Scripting experience in languages like Python or PHP is a plus.
  • Experience with Salesforce, Gainsight, JIRA, and Confluence is a plus.

Benefits & Perks (United States):

Elevate your career while maintaining a healthy work-life balance with us! Enjoy a comprehensive benefits package designed to support financial stability, well-being and personal growth.

  • 401(k), including company match
  • Comprehensive benefits package, including Medical, Dental, Vision & supplementary coverages
  • Flexible PTO and 13 Company Holidays
  • Bi-weekly 'FastSpring Friday' flexible half days
  • Work-from-home essentials reimbursement
  • Professional development opportunities & education reimbursement
  • Peer recognition programs & awards
  • Paid parental leave
  • Volunteer opportunities & donation matching
  • Quarterly employee events
Consistent with FastSpring's values and applicable law, we provide the following information to promote pay transparency and equity. The base pay range below represents a good faith estimate of the low and high end base pay range for the listed position. This role may be eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document). In addition, FastSpring provides a variety of benefits to employees. 

Estimated Base Pay Range

$100,000 - $130,000 USD

About the Company:

FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.

Create a Job Alert

Interested in building your career at FastSpring? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Your privacy is important to us. Please review FastSpring's Applicant and Candidate Privacy Notice as it concerns your personal information.

Your personal data will be retained by the Controller for the duration necessary to evaluate your employment application.  Under the GDPR, you have the right to request access to your personal data, to request that your data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in FastSpring’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.