Success Engineer

Salary Range

• $140,000-180,000/year (Range shown is for U.S.-based employees. Compensation outside the U.S. is adjusted fairly based on your country’s cost of living. You can explore how we calculate this here: https://posthog.com/handbook/people/compensation.)
• Equity Range: Up to 0.15%

Location

San Francisco, CA (Hybrid) OR Remote

Job Type

Full-Time (SF) OR Contract (Remote)

Experience: 3+ years

Visa: US Citizenship/Visa required for SF; N/A for Remote

About Firecrawl

Firecrawl is the easiest way to extract data from the web. Developers use us to reliably convert URLs into LLM-ready markdown or structured data with a single API call. In just a year, we’ve hit millions in ARR and 50k+ GitHub stars by building the fastest way for developers to get LLM-ready data.

Previously, we built Mendable, one of the first commercially available “chat with your data” applications. We sold to companies like MongoDB, Coinbase, Snapchat, and more. To do this, we spent a surprising amount of time building reliable infrastructure for getting clean data from the web. When we started to see our founding friends rebuilding the same thing, we thought we might be on to something.

Why Firecrawl

• Technical ownership – Lead critical browser technology and infrastructure
• Real impact – Directly shape how our browser stack drives our entire product
• High velocity – Rapid iteration and deployment of your work
• Small team, big ambition – Collaborate closely with founders, influencing key decisions and future directions

About the Role

In just a year, we've hit millions in ARR and 50k+ GitHub stars by building the fastest way for developers to get LLM-ready data. We're a small, fast-moving team building essential tools for the AI era. We value autonomy, clarity, and shipping fast.

We are looking for a hands-on technical customer success engineer who thrives at the intersection of software engineering and client engagement. You’ll help our customers unlock the full potential of our platform, drive adoption, and expand usage—while building scalable processes for long-term growth.

What You'll Do

Drive Proactive Customer Growth

• Monitor & Engage: Track customers hitting 30% and 80% credit usage thresholds and proactively reach out with targeted messaging
• Run Structured Meetings: Conduct regular business reviews and health checks, following specific scripts to understand customer needs, expansion opportunities, and potential blockers
• Build Adoption Playbooks: Create systematic approaches to drive feature adoption and usage expansion across your accounts
• Scale Success Playbooks: Create repeatable processes for customer engagement—from initial outreach templates to meeting frameworks

Support Technical Implementation & Onboarding

• Guide Technical Setup: Lead customers through implementation, helping them build their first workflows and integrate Firecrawl into their stack
• Be the Trusted Advisor: Understand each customer's technical architecture and become their go-to resource for maximizing value
• Create Scalable Resources: Build documentation, videos, templates, and guides that help customers move faster
• Troubleshoot & Unblock: Debug integration issues, API problems, and help customers overcome technical hurdles

Build Data-Driven Insights

Track Product Adoption: Monitor feature usage patterns and create strategies to increase adoption across accounts

Process Customer Intelligence

• Analyze meeting recordings, log product requests systematically, and assign dollar values to feature requests
• Maintain Health Scores: Build and track customer health metrics using our stack (HubSpot, PostHog, Postgres)
• Present Customer Insights: Share detailed customer profiles in team meetings—usage patterns, growth trajectory, blockers, and expansion opportunities
• Track Revenue Impact: Connect customer feedback directly to revenue opportunities and growth metrics

Who You Are

Hands-On Engineer: You can build backend systems, integrate with APIs, and solve complex technical problems.