Lead Customer Success Engineer

New York City | $140,000 - $160,000 base + $20K target variable (with accelerators for over-performance) + equity
Flint is looking for a Lead Customer Success Engineer to build the systems behind our Customer Success function.
We have two strong beliefs about Customer Success.
First: CS is a revenue function.
The job is not just to make customers happy. It is to drive adoption, retention, expansion, and ultimately NRR.
Second: much of traditional CS should be automated.
A growing customer base should not require headcount to grow at the same rate. We want to automate everything around the customer relationship that does not actually require a human. The more we can automate, the more human interaction we can have with teachers where it actually matters.
WHAT YOU’LL OWN
Company-wide NRR, with a target of 110%+
Customer health, churn signals, expansion signals, and renewal forecasting
Automated onboarding, adoption, renewal, and expansion workflows
CS tooling, reporting, internal tools, and automations
Systems that make the wider CS team more efficient to ensure they hit their metrics
Technical escalations for complex customer problems
Understanding why customers retain, expand, or churn and turning those lessons into repeatable systems
Ensuring that other customer success team members know how to interact with and use the system
BUILDING AT FLINT
You’ll be the primary builder in CS, but not the only builder.
You own the more complex, reusable, or function-wide systems.
If it affects one customer, someone else can probably build it.
If it affects multiple customers, it’s probably yours.
The buck for Customer Success stops with you. You won’t personally do every piece of CS work, but you are accountable for whether the function works: whether customers retain, expand, get value from Flint, and whether the systems around them scale.
We care less about which tools you use than whether what you build works.
WHAT SUCCESS LOOKS LIKE
110%+ NRR
Strong GRR
Accurate renewal forecasting
Churn and expansion identified early
Increasingly automated CS workflows
More revenue supported per CS employee without customers feeling less supported
The wider CS team becoming increasingly capable of building for themselves
WHO YOU ARE
You might come from Customer Success, or anywhere else which requires high ownership for commercial ownerships.
You’re likely a fit if you:
Have worked in a startup before, or anywhere is that is of high intensity and ambiguity.
Have actually built technical systems. You personally have experience with tools such as Claude Code, Cursor, or anything else. You're not just ideating with someone, or writing the brief.
Think commercially and want to be accountable for revenue outcomes
Naturally look for things that can be automated
Are comfortable working directly with customers when needed
Can move between customer problems, data, workflows, and technical systems
Prefer ownership and ambiguity over mature playbooks

Experience
3+ years

Work arrangement
No