Customer Success Engineer

Who We Are:

At Workhelix, our ambition is to lead the new category of Business Transformation Management (BTM), helping organizations adopt technologies like Generative AI. We offer two SaaS products: one for planning GenAI initiatives using workforce data, and another for monitoring ROI with advanced research methodologies. We have pioneered a task-scoring method to identify top GenAI opportunities, ensuring clear, data-driven deployment strategies. Our ROI monitoring suite applies cutting-edge economics to provide accurate, ongoing insights into the impact of GenAI implementations. Renowned AI and Economics thinkers including Andrew Ng, and cofounders Andy McAfee and Erik Brynjolfsson stand proudly behind our mission.

We maintain a culture established on four key principles: reliance on scientific evidence and debates rather than personal judgment and experience; embracing autonomy with alignment to prevent bureaucracy; encouraging speed, iteration, and rapid feedback over exhaustive planning; and fostering open, good faith discussions, allowing criticism to be delivered and received in an egalitarian environment.

This is a full-time, remote opportunity open to job seekers in the Greater San Francisco area.  

At Workhelix, we're looking for our first Customer Success Engineer who thrives in fast-paced, data-driven environments, and who delights in solving real customer problems. You will be responsible for guiding customers through their digital transformation journey with Workhelix’s platform. You must have a strong technical foundation, particularly with data transformations (Python/SQL), APIs, and backend processes, along with the ability to clearly communicate complex concepts to non-technical stakeholders, including C-level executives. As you’ll be working with sensitive customer data, sound judgment and discretion are paramount. We're looking for someone who can be both strategic and hands-on, with room to scale the discipline as the company grows.

What You’ll Be Doing 

• Act as the primary point of contact for customers, guiding them through onboarding, implementation, and ongoing use of our platform.
• Provide in-depth economic and technical explanations and analysis presentations to C-level executives, explaining our platform’s impact on their business and financial outcomes.
• Assist customers with ingesting, transforming, and aligning HRIS data to our schemas, using Python and SQL to perform necessary transformations.
• Evaluate the quality of customer-provided HRIS data, advising on risks and consequences of "bad" data and helping customers understand what constitutes "good" data.
• Troubleshoot and address issues related to data ingestion, API integrations, and job matching.
• Recommend alternative solutions and tradeoffs when data deviates from expected schemas, ensuring the customer is fully aware of their options.
• Perform QA on customer data (e.g., headcount, payroll data) to ensure accuracy and alignment within the platform.
• Ensure sensitive data is properly managed, flagged, and communicated, particularly in relation to PII and other confidential information.
• Execute ad-hoc analyses based on customer requests, customizing our GenAI analysis to deliver tailored results.
• Collaborate with internal teams to escalate and resolve technical issues and ensure smooth customer interactions.
• Develop processes as needed to scale our ability to service customers, along with tracking KPIs relevant to Customer Success.

Must Haves:

• 3+ years of experience as a data analyst, solutions engineer, or related role.
• Proficiency in data manipulation using Python and SQL.
• Knowledge of backend systems, APIs, and how data is ingested and processed.
  
• Ability to explain economic and business concepts in a clear, concise manner to C-level customers.
• Strong communication skills, both written and verbal, with the ability to simplify technical jargon for a non-technical audience.
• Ability to navigate scrappy environments common to early stage startups.
• Focus on customer obsession, relentless about solving real customer problems.
• Exemplary judgment and discretion when handling sensitive customer data, ensuring confidentiality and compliance with data privacy standards.

Nice to Haves:

• A firm understanding of labor market data to ensure data integrity during QA processes.
• Previous experience serving customers in an early stage (Seed - Series C) B2B enterprise company.
• Familiarity with GenAI tools and platforms.
• Experience working with HRIS data (or similar), including schema transformations and identifying data risks.

What You’ll Get:

• Competitive compensation package and benefits.
• Chance to learn and collaborate with some of the most famous researchers in the AI and digital economy space: Andrew Ng, Erik Brynjolfsson, Andy McAfee, and Daniel Rock.
• The unique opportunity to help build a company, culture, and products from the ground up with a team that values healthy working practices.
• Flexibility to work fully remote, with offsites on a quarterly basis for team gatherings.
• A high-trust, high-autonomy work environment.

At Workhelix, we stand committed to ensuring an environment of mutual respect where equal employment opportunities are available without any discrimination. We believe diversity is critical to our success. Selection for employment will solely be based on qualifications, merit, and business needs. We encourage all qualified individuals to apply!