Customer Solutions Engineer

About ProcessMaster

ProcessMaster is building an AI-powered platform that helps teams create, manage, and improve operational documentation and workflows.

Our product helps customers move faster, reduce manual work, and bring more consistency to the way their teams operate. We work with organizations that have complex processes, high standards, and a need for accurate, reliable documentation.

We’re a small, fast-moving team working closely with customers to make important operational workflows dramatically easier. We’re looking for a Customer Solutions Engineer who can become an expert in our product, lead customer implementations, run demos, and help customers get real value from ProcessMaster quickly.

About the Role

As a Customer Solutions Engineer, you’ll sit at the intersection of customers, product, sales, and engineering.

You’ll guide new customers from first demo through successful onboarding, help configure ProcessMaster around their real-world workflows, troubleshoot issues, and translate customer feedback into product improvements.

This is a great role for someone who loves working with customers, learning complex workflows, solving messy problems, and helping shape a product in an early-stage startup environment.

What You'll Do

Lead customer onboarding

Own customer implementations from sales handoff to launch. Understand each customer’s workflows, documentation needs, internal processes, and goals, then help them get set up successfully in ProcessMaster.

Run product demos and discovery

Partner with sales to lead demos for prospective customers. Ask thoughtful questions, understand customer pain points, and show how ProcessMaster can support their teams.

Become a product expert

Develop deep expertise in ProcessMaster, including how customers use the platform to create documentation, standardize workflows, and improve internal processes.

Troubleshoot and solve customer problems

Help customers work through setup questions, workflow issues, edge cases, and product limitations. Partner with engineering when deeper investigation or new product capabilities are needed.

Turn customer feedback into product insight

Capture recurring customer needs, objections, confusion points, and feature requests. Work closely with product and engineering to help prioritize improvements that make ProcessMaster easier to adopt and more valuable.

Build scalable implementation processes

Create templates, onboarding guides, training materials, FAQs, and internal playbooks that help us onboard customers faster and more consistently.

Support growth and retention

Build strong customer relationships, identify expansion opportunities, and help ensure customers are successful long after launch.

What We're looking for

Must have

• 3 years of experience in a customer-facing role
• Strong communication skills, especially with non-technical customers
• Excellent project management and follow-through
• Ability to learn complex products and workflows quickly
• Strong problem-solving instincts and comfort troubleshooting ambiguous issues
• Excitement about joining an early-stage startup and wearing many hats

Nice to have

• Experience in B2B SaaS, implementation, solutions engineering, customer success, or consulting
• Experience giving product demos or leading customer trainings
• Experience working with operations-heavy, process-driven, or highly regulated organizations
• Comfort working with technical teams and translating customer needs into clear product requirements
• Experience creating onboarding documentation, training materials, or implementation playbooks

Traits that will make you successful

• You are highly organized and can manage multiple customer projects at once.
• You are energized by talking to customers and helping them solve practical problems.
• You communicate clearly, calmly, and professionally, whether you’re speaking with a frontline operator, a team lead, an executive, or an engineer.
• You are curious and willing to learn the language of our customers’ workflows, systems, and internal processes.
• You are process-oriented and always looking for ways to make repeatable work more efficient.
• You are scrappy, thoughtful, and comfortable figuring things out when there isn’t already a perfect playbook.

Why Join ProcessMaster

• You’ll work directly with customers and have a major impact on how they experience ProcessMaster.
• You’ll help shape the implementation motion for a product that saves teams hours of manual work and makes important operational documentation easier to create, maintain, and use.
• You’ll join at an early stage, work closely with the founding team, and help define what great customer success looks like for the company.