Customer Success Engineer (Remote)

Ply is a materials buying and management platform designed for HVAC, Plumbing, and Electrical SMB contractors. We help our customers streamline materials management, resulting in less time spent on procurement, reduced supplier management burdens, minimized materials waste, and unified payment terms that provide cash flow predictability.

Founded in 2022, Ply has raised $8.7M to tackle the toughest procurement challenges facing mechanical businesses in the $250B+ materials market.

As a Customer Success Engineer, you’ll bridge the gap between sales, customer success, and engineering, ensuring that our customers experience seamless integration and workflow solutions with Ply. Your expertise in technical processes, collaboration, and communication will be crucial in driving customer satisfaction and influencing product innovation.

Your Role

As a Customer Success Engineer, you will be the go-to expert for technical integrations, complex customer workflows, and the intersection of sales and support. You’ll collaborate across departments to deliver solutions that align with our customers’ needs and our product’s capabilities while also having a hand in building new solutions.

Your Responsibilities Will Include

• Pre-Customer Engagement: Collaborate with Sales to understand prospects’ integration and workflow needs and articulate how Ply can address these challenges with our current solution or with new solutions. Ensure Account Executives have and maintain a deep understanding of Ply and its documentation as the application evolves.
• Technical Support: Partner with Customer Success and Support teams to triage and resolve technical questions and issues from customers.
• Cross-Functional Collaboration: Work closely with Product and Engineering teams to translate customer requirements into actionable product features and workflows.
• Integration Guidance: Provide technical expertise in implementing and optimizing integrations with Ply’s platform, ensuring smooth onboarding and customer success.
• Solution Design: Develop tailored solutions to meet customer-specific workflow and integration needs.
• Feedback Loop: Gather and relay customer feedback to influence product development and enhancements.
• Content: maintain and develop help center documentation, videos, and other forms of content to help customers and internal teams navigate product and workflows.

Who You Are

Must-Haves:

• 3+ years of experience in technical account management, engineering, implementation, or a similar customer-facing technical role.
• Strong understanding of APIs, integrations, and workflow design.
• Excellent problem-solving skills and the ability to communicate complex technical concepts to non-technical audiences.
• Experience working with cross-functional teams in a fast-paced environment.
• Strong organizational skills with an ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in tools and technologies relevant to technical integration (e.g., REST APIs, Postman, or integration platforms).
• Willing to travel 20%+ to customer locations across the US training and implementing Ply along side our Warehouse Implementation Team.
• Passion for Customer Success.
• Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues
• Ability to drive adoption and sell new product offerings and service.

Nice-to-Haves:

• Previous experience in SaaS or procurement-related industries. Bonus points for knowledge of Service Titan, Housecall Pro, Jobber or Quickbooks online.
• Knowledge of SMB workflows. Bonus for trades knowledge.
• Familiarity with modern project management tools like Jira, Asana, Hubspot, or Trello.

What We Offer

• A unique opportunity to work at an early-stage startup, directly influencing our customer journey and product roadmap.
• A fully remote work environment with flexibility to support your best work.
• Comprehensive benefits, including:
• Unlimited flexible vacation and holiday time off
• WFH stipend to set up your home office
• Computer and monitor provided
• Insurance Coverage
• 14 paid company holidays
• Equity refresh program

Compensation

• Specific to pay transparency laws, the low end of the salary range for this position is $85,000 and will include incentive bonus pay, incentive stock options, and benefits. The final job level and compensation will be determined by various factors such as a candidate’s relevant work experience, years of relevant experience, skills, qualifications, certifications, geographic location, and other business considerations.

Ply is proud to be an equal-opportunity employer, committed to fostering a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, veteran status, or any other basis protected by federal, state, or local law.

How to Apply

Please contact darion@getply.com with your resume and a brief introduction.