Solutions Engineer - Post Sales

WHY MINTLIFY? We're on a mission to empower builders. - Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch. - Small team, huge impact: We recently passed 50 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory. - Culture of slope over y-intercept https://mattrickard.com/hire-slope-not-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. WHAT YOU'LL WORK ON HERE - Lead high-volume migrations: Own 6+ migrations per week for SMB and Mid-Market customers, serving as the technical quarterback from kickoff through go-live (10-12 day cycles) - Manage offshore migration team: Coordinate 60% of your time with our overseas vendor partners—assigning work, conducting quality reviews, and ensuring deliverables meet Mintlify standards - Support strategic fast-growing accounts: Dedicate 40% of your time to high-potential logos via dedicated Slack channels—providing technical troubleshooting, triaging feature requests, and driving onboarding for expansion use cases - Hands-on technical execution: Debug migration issues, write custom scripts, and build technical solutions when complexity requires direct engineering work - Customer communication: Maintain proactive communication throughout migrations (30% of time), setting expectations, providing updates, and building confidence in the process - Collaborate with engineering: Partner with product and engineering teams (10% of time) to prioritize and ship critical features or fixes that accelerate scaled customer success - Build customer health infrastructure: Work with the Head of Post-Sales/CS to design and implement CRM tracking systems, customer health score models, and operational dashboards for the scaled segment - Analyze and report on product metrics: Track adoption rates, feature usage, and migration metrics (completion rates, cycle time, CSAT) across your segment; surface insights to inform product and go-to-market strategy - Create weekly feature communication: Build and own a scalable system for communicating new features and product improvements to scaled customers on a weekly basis - Drive continuous improvement: Identify bottlenecks in scaled onboarding, build repeatable processes, and optimize workflows as customer volume grows WHAT YOU BRING TO THE TABLE - Technical depth: Strong proficiency in web technologies (HTML, CSS, JavaScript, Git) with ability to write code, debug issues, and architect technical solutions independently - High-volume execution: Track record of managing high-velocity technical implementations or onboarding programs in B2B SaaS; comfortable juggling 6+ concurrent projects - Systems thinking: Experience building operational infrastructure—CRM workflows, health scoring models, customer communication systems—ideally from 0 to 1 - Data-driven mindset: Comfortable analyzing product usage data, building dashboards, and translating metrics into actionable insights - Vendor and stakeholder management: Comfortable coordinating distributed teams, running structured QA processes, and holding partners accountable to SLAs - Customer communication excellence: Can distill complex technical concepts for both technical and non-technical audiences; proactive and clear communicator across Slack, email, and video - Bias toward action: Comfortable working in ambiguity, building processes from scratch, and solving novel problems without waiting for perfect instructions - Bonus: Experience with documentation platforms (Docusaurus, GitBook, ReadMe, etc.), MDX, or static site generators; familiarity with customer success tools like Salesforce, Vitally, or ChurnZero COMPANY BENEFITS: - Competitive compensation and equity - 20 days paid time off every year - 401k or RRSP - $420/mo. wellness stipend - 100% coverage for Health, dental, vision - Free Ubers to and from work - Free lunch and dinners - Annual team offsite (previously went to Alaska, Hawaii)