Customer Engineer

Pocus | No comp given

Steph's Notes:

This one was reader-submitted. Thanks!

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun.

Listen, I can't have any more fun. I'm all funned out. Naps only.

Customers have referred to Pocus as an “answer to all of their prayers”.

Have they. Have they really.

you’ll build the foundation of the role for years to come.

This is the second time in as many job listings that I've seen this exact phrasing. Is this an AI thing? Is there a JD-writing class these folks are taking?

Learn more in 1 week at Pocus than 1 year at another company

Again, I ask you: Is this supposed to be a pitch? Am I supposed to find this exciting rather than feel like I'm peeking into a chaos factory?

Proactively review and update customers’ workspaces to ensure value maximization and alignment to shifting priorities

What...what does this mean?

Support CSMs and AEs during implementation by providing a data-driven perspective on prospects’ and customers’ product-led-sales strategy

THIS IS NOT SUPPORT ENGINEER WORK. Is something in the water? Is Venus in retrograde? Am I in the Upside Down? WHAT IS HAPPENING.

You are delusionally optimistic.

Listen, someone here is definitely delusional. At this point, I'm willing to concede it might be me.

Original Job Description: Customer Engineer

Pocus is on a mission to transform how go-to-market teams use data to drive revenue. In the last 2.5 years, we built Product-Led Sales from an unknown to one of the hottest categories in go-to-market tech and brought on customers like Miro, Webflow, ClickUp, Asana, Canva, and Monday.com. We are backed by best-in-class investors (First Round & Coatue) and angel investors (COO Notion, CPO Figma, CRO Zapier, CEO dbt, COO Datadog, CEO Postman, CPO Adobe, etc.). And we’re just getting started…

Our post-sales org has one goal: give customers superpowers by moving quickly to help them realize value from Pocus. As a founding member of the Customer Engineering team, you’ll be at the forefront of our mission, working directly with customers as a technical expert to build out their Pocus workspace.

The Pocus team is full of humble overachievers that like to move quickly (we call it shiperate), own our work, give customers superpowers, and create magic for our team… all while having a ton of fun. Join us on this next phase of growth!

Why this role

• Solve real problems for customers with a product that they love: Go-to-market teams rely on Pocus to uncover new revenue opportunities and save hours / week digging through data. Customers have referred to Pocus as an “answer to all of their prayers”.
• Be an early member of the Customer Engineering team: As one of the first members of team, you’ll build the foundation of the role for years to come.
• Learn more in 1 week at Pocus than 1 year at another company: We do more with less — we’re able to ship what other teams with 10x of the resources do in 1/10th of the time. We’ve had a lot of awesome accomplishments, but still have so much left to do.
• Join an incredible team at a magical time: We’re at the beginning stages of explosive growth. Join a passionate, scrappy, and no-ego team of builders that will inspire you every day.
• Choose your own adventure: ****Because the team is small (but growing fast) you’ll have the opportunity to be customer facing while also working with our entire go-to-market team, operations, engineering, product, and both of our co-founders. This is a great opportunity to get exposure to a variety of roles and see where you might find yourself gravitating.

What you’ll do

• Lead customer workspace development and iteration
• Partner internally with the CS team and externally with RevOps, Data, and Go-To-Market stakeholders at world-class PLG organizations to build custom Pocus workspaces that help our customers’ accomplish their highest priority go-to-market initiatives
• Proactively review and update customers’ workspaces to ensure value maximization and alignment to shifting priorities
• Bridge the gap between technical and non-technical stakeholders both internally and with customers
• Support CSMs and AEs during implementation by providing a data-driven perspective on prospects’ and customers’ product-led-sales strategy
• Support the entire post-sales team by clearly documenting important context about each customer, their data model, and their workspace after initial implementation
• Pass learnings and suggestions back to other internal teams as the technical voice of the customer
• Partner with Product to provide feedback and ensure the product roadmap is informed by feedback from technical stakeholders across our customer base
• Partner with Sales, Sales Engineering, and Customer Success to ensure a smooth handoff, paying particular attention to our customers’ data sources and making sure that the right technical stakeholders from our customers are involved for implementation

Who you are

As a small and early stage start-up, alignment on culture and values is our #1 priority. People that are successful at Pocus, regardless of role, strongly identify with the following:

• You are a humble over-achiever. You’re constantly asking for and excited about feedback that helps you learn and grow.
• You don’t take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way 🙂
• You are delusionally optimistic. Big challenges and projects excite and motivate you.
• You have exceptional integrity and always do the right thing, even if and especially when no one else is watching.
• You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?”
• You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently.
• You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff.
• You have a high bar for quality and you honor your commitments. You are excited about building foundations and you love learning new things as part of that.
• You have a bias towards documentation and writing things down.
• You are excited about working in a high-growth, fast paced environment where you can have meaningful ownership and impact on the business, and understand that sometimes that requires short sprints (key word short - we recognize that this is a marathon and we don’t want you to burn out!)

Excited about the culture fit? Let us know which of these most resonate when you apply 🙂

As an ideal candidate, you have:

• 2+ years of experience in sales or revenue operations, technical consulting, management consulting, or a similar analytical/operational role.
• A Bachelor’s degree or equivalent experience in a quantitative field like economics, business, math, statistics, engineering, or the hard sciences.
• A proven ability to quickly learn and familiarize yourself with new concepts in a self-directed way. Examples: A client’s business model or a raw sales or financial dataset.
• A strong business acumen combined with an analytical skillset.
• Comfort and fluency using data to solve problems is more important than deep knowledge of a specific tool.
• Excellent communication in all forms. You are comfortable adjusting your style and approach to communicate technical concepts with both technical and non-technical stakeholders.
• Endless curiosity and excitement about solving ambiguous and unstructured problems using data for external customers.
• High levels of organization in your workflows - you understand what it means to work on multiple projects simultaneously and are able to prioritize and manage your time efficiently.

Nice to have:

• Experience in a role that is client or customer facing
• Familiarity with (or excitement to learn) typical SaaS business models and the common roles and responsibilities across the go-to-market team
• Deep understanding (or excitement to learn) common data structures, metrics, and raw data associated with B2B SaaS Salesforce implementations
• Experience with or excitement to learn SQL Excitement around evangelizing Pocus and the category of Product-Led Sales

At Pocus, we’re looking for people who are humble overachievers with an ownership mentality and a love for building. If this sounds like you, we encourage you to apply, even if your skills don’t perfectly match our job descriptions (especially if you’re making a career change or are insanely passionate about Product-Led Sales!).

At Pocus, we welcome your diverse backgrounds and celebrate different perspectives that challenge the status quo. We will never discriminate on the basis of religion, color, gender identity, disability, marital status or any other characteristics protected by law.

Perks and benefits:

• Best in class medical, dental, and vision plans through our PEO
• A monthly wellness stipend to help support you in your health goals
• 401K through Guideline to help you invest in your future
• Access to mentorship programs through First Round Capital for personal growth and development
• 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out!
• Work from home stipend to help you set up your home office