Customer Success Engineer / Manager

Customer Success Engineer / Manager Company: CollectWise Location: New York, NY (in person) Compensation: $150,000 - $200,000 base + upsell commission and retention bonuses + 0.03% - 0.1% equity Employment Type: Full-time Visa Sponsorship: Not available About CollectWise CollectWise is a Y Combinator-backed startup automating debt collection, a $35B US market, with generative AI agents that outperform human collectors about 2x at a fraction of the cost. Its agents handle the full arc of debt recovery, from outreach to resolution, while keeping interactions respectful and data-driven. With a small team, CollectWise has scaled to a $3M annualized revenue run rate and is pushing toward $10M. The Role CollectWise is hiring a founding Customer Success Engineer to own customer relationships after the implementation handoff, keeping accounts healthy and expanding and preventing churn. The forward-deployed engineers handle the launch; you take over from there, owning ongoing AI agent support, proactive account monitoring and upsell execution across a growing book of accounts. Success means smooth handoffs, strong satisfaction, 100% retention and expansion revenue. What You Will Do Serve as primary contact for a growing book of post-implementation accounts. Monitor usage, performance and health signals to catch churn risk early. Resolve technical and configuration questions independently, escalating the rest with clear context. Drive upsell and expansion by finding new use cases. Tune AI agents through configuration and prompt-level changes to improve outcomes. Manage smooth handoffs from the forward-deployed engineering team. What You Bring 3+ years in technical customer success, solutions engineering or a closely adjacent role Experience managing multiple accounts with strong written and verbal communication A commercial mindset with a record of upsell or expansion Comfort troubleshooting technical issues and adjusting configurations Based in New York City and able to work in person Nice to Have AI, SaaS or automation startup experience with hands-on customer enablement Familiarity with AI agents, prompt engineering or workflow automation Owning a book of accounts at an early-stage company without a playbook