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Solutions Engineer

Mach9· Commercial
Apply on company site
San Francisco$130k - $200kFull-timePosted 9mo ago

About the role

Solutions Engineer on the Customer Success team responsible for guiding customers from onboarding to long-term usage, owning the post-sale Digital Surveyor experience, coordinating onboarding and project execution, triaging support issues, and partnering with Sales and Engineering on renewals, expansions, and product feedback.

Responsibilities

  • Own customer relationships post-sale. Be the day-to-day point of contact and trusted thought partner to our customers.
  • Drive onboarding and time to value. Lead kickoff, setup, training, and the path to the first successful production project.
  • Run customer projects and programs. Manage calls, action items, timelines, stakeholders, and follow-ups across customer teams.
  • Triage and coordinate support. Reproduce product issues, communicate clearly, and drive resolution with Engineering.
  • Support account growth. Find growth signals (new projects, teams, use cases) and partner with Sales to convert them.
  • Be the voice of the customer internally. Collect and convert feedback into clear themes and actionable requests for the engineering team.
  • Run onboarding / kickoff and get a new customer set up on the Mach9 platform.
  • Review active projects, unblock issues, and align next steps with project managers.
  • Create a presentation showing project outcomes and ROI for a customer's internal stakeholders.
  • Triage a support ticket, reproduce it, and coordinate an Engineering fix while keeping the customer updated.
  • Travel onsite to accelerate onboarding with a production team (as needed).
  • Proactively reach out to an account whose usage has dropped to re-engage them.

Qualifications

  • Have project management instincts: you’re organized, responsive, and relentless about follow-through.
  • Build relationships easily across diverse stakeholders, from field crews to executives, and adapt your style naturally.
  • Communicate clearly with technical and non-technical audiences.
  • Know when to solve, escalate, or reset expectations.
  • Can manage multiple accounts and priorities without heavy oversight.
  • Care deeply about customers succeeding on real work, not just closing tickets.
  • Are comfortable creating clear written updates and presentations.
  • Are comfortable with tools like Google Workspace and Notion.
  • Have experience using AI to automate repetitive workflows and build practical solutions.
  • Are willing to travel ~25% (approximately one week per month).

Skills

Required:Project managementAccount managementCommunication
Last updated Sep 17, 2026. Interested? Apply on the company site.
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About Mach9

The Fastest Tool for Automating Geospatial Production

Mach9 is at the forefront of leveraging advanced machine learning and computer vision techniques to transform geospatial data into actionable insights for urban development and infrastructure management. Our cutting-edge technology automates the detection and analysis of key urban features, aiding in the planning and maintenance of transportation networks.

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