Customer Success Engineer

About the Role
The Customer Success Engineer is a highly technical, strategic advisor dedicated to supporting global customers operating Global Capability Centres (GCCs) in India. Moving beyond the traditional scope of account management, this position requires a strong technical aptitude to provide hands-on, day-to-day technical guidance and establish DevOps best practices directly with India-based delivery teams.

Operating much like a Pre-Sales Engineer or Solutions Architect, you will act as a "Tier 1" technical partner and an extension of the customer's engineering team. Crucially, you will work closely with a global team, collaborating cross-functionally to creatively solve complex problems and deliver seamless customer experiences. You will leverage deep technical acumen to optimize Salesforce DevOps delivery, streamline complex release processes, and ensure seamless adoption. You will own the full account lifecycle and drive tailored success plans while acting as the definitive technical expert to help India GCCs scale efficiently, mitigate deployment risks, and maximize the value of the Copado platform.

What You'll Do

• GCC Strategic Advisory & Technical Guidance: Own account relationships and provide day-to-day technical guidance for DevOps setups in India, serving as a trusted in-person advisor for Global Capability Centres (GCCs)
• Consultative Success & Value Articulation: Develop customer success plans and conduct QBRs analyzing DORA metrics to optimize release processes, demonstrate ROI, and drive long-term Copado adoption
• Cross-Functional Escalation & Risk Mitigation: Collaborate with Sales, Product, and Engineering to resolve customer escalations, mitigate release risks, and deliver seamless enterprise platform experiences
• Account Expansion: Identify technical gaps within customer environments where Copado solutions add value, partnering with Sales to expand the platform's footprint

What We're Looking For

• Technical Experience & DevOps DNA: 6-10 years in technical, customer-facing roles (Pre-Sales, Solutions Architect, DevOps Consultant, Technical CSM) in SaaS/Cloud with deep core expertise in Git, CI/CD, and pipelines
• Enterprise Engagement & GCC Support: Proven experience supporting global enterprise customers and GCC operational frameworks through QBRs, value realization, and consultative architecture discussions
• Ecosystem & Toolchain Knowledge: Familiarity with Salesforce DevOps, Agile methodologies, and enterprise integrations across ALM, ITSM, and security/compliance toolchains
• Problem Solving & Playbook Strategy: Strong problem-solving skills with a track record of building scalable success playbooks, managing risk, and leading technical transformations

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.