AI Engineer, Customer Success

Who we are

The company (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At the company, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at the company means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role

The company's Commercial Customer Success team supports hundreds of customers who depend on our platform every day to manage their fleets, equipment, and operations. These customers don't just need software — they need a partner who helps them get to value fast, identifies and mitigates risk, and keeps finding new ways to put the company to work for their business.

We're building the AI infrastructure to make that possible at scale. And we need an applied AI specialist to build it — and own it.

As an embedded AI Engineer in Customer Success, you'll design, build, test, deploy, and continuously maintain agentic solutions that power this next chapter. You'll own the full lifecycle: from the first prompt through production, from launch through every iteration as our Customer Success playbooks evolve, and as our product ships new features and real-world performance data surfaces what needs to change next. The agents you build will only be as good as the care you put into keeping them relevant and reliable over time.

This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

You should apply if

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.

• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.

• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in the company, you are in constant communication and collaboration with key stakeholders to win as a team.

• You are the architect of your own career: If you put in the work, this role won’t be your last at the company. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.

• You want to be with the best: At the company, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

Your core responsibility is the full lifecycle of the company's customer-facing AI agents

In this role, you will

• Build: Design agent architectures, write prompts, integrate with external systems (Salesforce, the company platform, Customer Success tools), and write clean Python code that the team can maintain.

• Test:  Define success criteria and evaluation frameworks before you write the first line of code. Build automated test suites that cover real-world scenarios, edge cases, and known failure modes.

• Deploy: Own the deployment, versioning, and rollback plan for every agent. Ensure agents are production-ready before they reach CSMs or customers.

• Monitor: Track agent performance in production — monitor accuracy, latency, failure rates, and customer outcomes. Detect drift before anyone has to tell you something's wrong.

• Maintain & Iterate: Update agents continuously as the company's product evolves, Customer Success playbooks change, and real-world data indicates what needs improvement.

• Champion, role model, and embed the company’s cultural principles  (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

WHAT YOU'LL ACCOMPLISH

In your first 30 days

• Embed with the Commercial Customer Success team to understand what Customer Success Managers actually do — their workflows, their friction points, and the customer moments that move the needle

• Get fluent in the company's platform, data model, and existing Customer Success tooling stack

• Define success metrics and an evaluation framework for the first agent on the roadmap — before you write a single line of code

In your first 90 days

• Ship the first production agentic solution that meaningfully improves customer outcomes that lead to revenue retention and/or growth

• Build the monitoring and iteration loop from day one — so you have a clear signal on what's working, what's drifting, and what needs to change

• Spec the second agentic solution to detect and mitigate risk within accounts and start building, applying lessons from the first

• Provide an estimated start date for the value gap detection and product consultation — identifies underutilization and leads product consultations via text or call.

By the end of your first year

• Own a portfolio of three or more production agentic solutions running reliably in the Commercial Customer Success motion — and a clear maintenance cadence that keeps them current as the product and playbooks evolve

• Demonstrate the impact of agentic solutions on reduced customer time to value, reduced time spent detecting and resolving risks, and increased retention

• Have a track record of improving solutions after launch: performance improvements measured in real customer outcomes, not just benchmark scores

• Be the go-to expert at the company for customer-facing agentic AI development — advising Customer Success leadership on what to build next, what to retire, and how to evaluate ideas before committing to them

• Help define what great looks like for ing at the company, setting a standard others can build on towards using AI to expand the pipeline

Minimum requirements for the role

• Hands-on experience building and maintaining production LLM-based agents or automations

• Python proficiency and a track record of connecting AI to external systems: CRMs, APIs, customer data, and operational tools

• The discipline to define what success looks like before you start building — and an eval framework that catches problems before your users do

• A genuine curiosity about Customer Success workflows and customer problems, not just the technical challenge

• Intellectual honesty about what AI can and can't do well — and the judgment to design guardrails and fallback paths accordingly

• 3+ years of software engineering or technical experience, with at least 1 year working hands-on with LLMs or AI agents in a production environment

• Experience in a B2B SaaS environment

An ideal candidate also has

• Direct experience with Anthropic Claude or similar LLM APIs

• A background working with or alongside a Customer Success or Revenue Operations team

• Experience building regression test suites or eval frameworks for non-deterministic AI systems

• Familiarity with Salesforce, Gainsight, or similar CRM and Customer Success platforms

WHY THIS ROLE, WHY NOW

• You'll be first: This function doesn't exist yet. You'll define the role, the standard, and the playbook for ing in Customer Success

• The problem is real: A Customer Success Manager managing 350+ accounts can't do everything manually. AI agents aren't a nice-to-have — they're what makes this motion sustainable at the company's scale.

• The timing is right:  The models have caught up to the use cases. The company has the customer data, the platform context, and the Customer Success team to make these agents genuinely powerful.

The compensation range shown spans approved pay zones for this role. Your primary work location determines the range applicable to you, which may be narrower than the full range displayed.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Annual Base Salary

$105,910 — $160,200 USD

Total Rewards

At the company, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At the company, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at the company

At the company, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that the company is a place where people from all backgrounds can make an impact.

Accommodations

The company is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [link for members] or click here if you require any reasonable accommodations throughout the recruiting process.

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Fraudulent Employment Offers

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