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About the Role

We are hiring our first CS Engineer to build an AI-native post-sales function from the ground up. In the near term, you will own Support and Customer Success, handling tickets daily and building systems to improve efficiency and customer success. This role is crucial for defining the future of AI-native post-sales and has a clear path to leading the function as it grows. You will report to the Head of Customer Success and collaborate with engineering, product, and customers.

Responsibilities

Own support, end to end
Own the inbound queue across Slack and email, including response time and resolution quality
Set and hold SLAs, triage, and define escalation criteria
Resolve technical tickets yourself: workflow debugging, integration issues, agent behavior, custom object setup
Turn recurring tickets into documentation
Build the system that scales it
Stand up the AI support agent and drive deflection up
Keep the knowledge base ahead of the product, so the agent answers without you
Build internal tooling for what customers can't self-serve yet
Build the health score model around a north-star metric that predicts retention and expansion
Drive activation and retention
Deploy automated onboarding for every new customer: in-product education, activation nudges, time-to-value sequences
Run proactive rescues on at-risk accounts
Surface expansion signals
Document it and close the loop
Write the Support and CS playbook: SOPs, triggers, rules of engagement
Build the reporting leadership reads: retention, engagement, risk, expansion
Own the product feedback loop

Requirements

This role is hands-on. You live in the support queue and build the systems that make it smaller.
A technical, customer-facing background: support engineering, solutions engineering, CS Ops, or technical consulting.
You're good in the weeds. You'll handle real ticket volume yourself, from workflow debugging to integration issues, and you like that part of the job.
You build as you go. You turn recurring issues into docs, automation, and tooling, so the queue gets lighter over time.
Technical depth: you write scripts, hit APIs, and debug integrations without waiting on engineering.
You're comfortable on a call with a technical founder, and you pick up new tools fast.
Bonus: you've built on LLMs and AI agents, or owned support solo before.

Skills

AI
CRM
Support Engineering
Solutions Engineering
CS Ops
Technical Consulting
Scripting
API integration
Workflow debugging
LLMs
AI agents

Location

Remote

Work Type

Full-time
Hybrid

Experience Level

Founding individual-contributor

Salary/Compensations

Competitive salary

Benefits

Meaningful early equity
Health insurance (medical, dental, vision)
3 weeks of PTO
11 paid company holidays
Winter holiday break
3 months of paid family leave
Wednesdays work from home
Regular team dinners, events, offsites, and retreats
401k plan
Commuter stipend
Lunch stipend

About the Company

Lightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings.
It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks.
We’re rethinking CRM from first principles.
Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth.
We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful.
We are backed by Greylock, Lightspeed, and Coatue, and our founders previously built Tome, a generative AI presentation product used by over 25 million people.
Before Lightfield, our team worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce.