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Introduction

Customer Success Engineers (CSE) are responsible for customer technical health and the post-sales customer journey. They are our customers’ primary technical point of contact, driving solution consumption via onboarding, adoption and maturity modeling, and value attainment. You will enable our customers’ adoption of high-value product use cases and help integrate their HashiCorp tools into their software/development stacks. You will also mitigate on-time renewal risks by cementing the value of HashiCorp tools.

Given the nature of this role, we are looking for professionals with strong experience engaging U.S.-based clients and a solid understanding of the U.S. market. You will be expected to navigate client interactions with cultural fluency, align technical solutions with U.S. business expectations, and build trusted relationships that drive long-term success.

Your role and responsibilities

What you’ll do:

 Through continuous engagement, CSEs help clear technical blockers, optimize solution design, and accelerate time-to-value for Customers adopting HashiCorp tooling. The CSE team demonstrates our practical technical expertise across the HashiCorp stack to help our customers address their business challenges with our technologies, to drive effective implementation of HashiCorp tooling, to increase customer value attainment through expanded product uptake and to secure on-time renewals and expansions of customer investments in the HashiCorp toolchain!

● Responsible for success of your assigned customer accounts throughout the customer journey, from onboarding through adoption and expansion/extension/renewal phases, as measured by customer product consumption, health, retention and growth

● Serve as a subject matter expert for our customers’ usage of our tools to solve business challenges, providing customers with technical and business-oriented guidance at strategic points throughout their customer journey with HashiCorp

 ●      Establish and maintain an understanding of the overall HashiCorp technology portfolio, and leverage this knowledge in conjunction with business insights to help improve customer application deliver and to help customers use HashiCorp tooling to drive measurable value-based outcomes

 ●      Understand and document customer goals, challenges, business objectives and technical requirements in order to provide solutions, guidance and engagements tailored to each customer’s needs

 ●      Ensure the timely creation and upkeep of account health scores, notes, and calls to action in Gainsight

 ●      Partner with the aligned account sales team to both identify, handle and mitigate customer risk across the customer’s lifecycle with HashiCorp and to identify and develop opportunities to expand the depth and breadth of customer utilization of the HashiCorp toolchain

● Work cross-functionally with internal partners in product and engineering teams to translate customer business requirements into additional features to improve our product offerings

 ●      Lead and coordinate account recovery actions for escalated customers, driving their successful de-escalation and return to normal health

Required education
Bachelor's Degree
Required technical and professional expertise
  • Fluent English – essential for direct collaboration with U.S. clients.
  • Proven experience working with U.S./Canada customers in roles such as Architect, TAM, or Engineer.
  • Background in solution architecture, sales engineering, or technical account management.
  • Strong technical knowledge in software development, operations, security, cloud, microservices, containers, and orchestration platforms.
  • Familiarity with HashiCorp tools (e.g., Terraform, Vault, Consul, Nomad) or similar solutions in infrastructure automation and DevOps.
  • Excellent communication skills – able to convey technical concepts clearly and handle customer objections effectively.
  • Self-driven and eager to learn, with attention to detail and adaptability in dynamic environments.
  • Experience leading technical implementations and guiding customers through complex projects.
  • Ability to engage both technical and business stakeholders across the customer lifecycle.
  • Comfortable working hybrid (2 days remote, 3 days in-office) and open to up to 50% travel.
Preferred technical and professional experience
●      Familiarity with HashiCorp and IBM Products and Services.

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.


Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.


Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 


At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

All our positions are eligible for people with disabilities PwD or rehabilitated.