Senior Customer Solutions Engineer I, Named Accounts

About Guru

We're a Series C venture-backed company on a mission to bring clarity to chaos. Our knowledge management platform is trusted by forward-thinking companies who refuse to let critical information get lost in the noise. We're a lean team that's intentionally built for efficiency—being AI-native means we don't need armies. You'll see immediate impact without getting lost in bureaucracy, while having the resources to win enterprise deals.

We believe in cultivating a welcoming, inclusive culture that encourages personal growth through working hard while enjoying the journey. Launched in September 2015, our vision is backed by an amazing group of investors including FirstMark Capital, Salesforce, Michael Dell, the Slack Fund, Emergence Capital, Thrive Capital and Accel. As we enter the next exciting stage of expansion, we're searching for passionate individuals to join our rapidly growing team.

This is a full-time position that can be performed [Remotely and/or out of our Philadelphia] office. Re-location and/or Visa Sponsorship is not included in our hiring package. Applicants will need to be authorized to work in the US and residing in a state where Guru is a registered employer.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All are welcome here. At Guru, being inclusive is very important to us. Regardless of race, age, ethnicity, sexual orientation, gender identification, or background.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] to request accommodation.

The Opportunity

Are you a technical powerhouse who thrives on making enterprise customers wildly successful? Do you get energized by complex implementations and love being the hero who transforms how teams work?

Guru is seeking a Senior Customer Solutions Engineer for Named Accounts who will be the technical architect of success for our most strategic accounts. This isn't just another CSM role—this is where technical excellence meets strategic impact. You'll be the trusted advisor who turns our biggest customers into our biggest champions through flawless project execution and deep technical expertise.

Why This Role Matters

In the age of AI transformation, you'll be the catalyst that helps enterprise organizations unlock the full power of Guru's platform. As our Senior CSE for Named Accounts, you'll execute game-changing projects that drive AI adoption, prevent churn, and deliver measurable business outcomes for our highest-value customers.

You'll work hand-in-hand with our Growth Account Executives and Customer Experience leadership, bringing the technical mastery that makes strategic visions become reality.

What Makes You the Perfect Fit

You're a Technical Implementation Virtuoso

• 5-7 years of enterprise B2B SaaS experience with a track record of complex implementations
• You navigate multi-stakeholder enterprise projects with the finesse of a seasoned conductor
• API integrations and workflow automations are your playground—you speak fluent technical
• You've mastered the art of executive-level presentations while still connecting with end users
• Bonus : You've worked with AI/ML technologies, knowledge management, or search platforms

You're a Project Delivery Machine

• Managing multiple concurrent projects doesn't phase you—it energizes you
• You turn chaos into structured success through proven methodologies
• Complex technical issues are puzzles you love solving
• You know when to escalate and how to drive resolution

You're a Customer Champion

• You see beyond tickets to understand business impact
• Building relationships while delivering results is your signature move
• You translate enterprise complexity into clear action plans
• Customer success metrics aren't just numbers—they're your north star

What You'll Actually Do

Execute High-Stakes Projects: Lead multi-week Proof of Concept, Implementation, and Adoption Improvement projects for Guru's top accounts—the ones that really matter.

Be the Technical Authority: Configure advanced Knowledge Agents, design enterprise integrations, and architect solutions that make customers say "wow, I didn't know Guru could do that."

Drive AI Adoption at Scale: Lead comprehensive training sessions that transform how Fortune 500 teams work, achieving 100% feature utilization targets.

Partner with the Best: Work closely with Growth AEs and Customer Experience leaders to ensure your technical wizardry aligns with strategic account goals.

Own Support Excellence: Serve as the escalation point for your named accounts, ensuring every issue is resolved with the urgency these VIP customers deserve.

Shape the Future: Your insights from the field directly influence product roadmap and enterprise playbooks—we actually listen to what CSEs learn in the trenches.

The Perks of Being Excellent

• Flexible hybrid work: Monday-Friday, with autonomy to manage your schedule
• Meaningful travel: 10-15% for strategic customer engagements (not endless road life)
• True influence: Your field insights shape product development and customer success strategy
• Growth trajectory: IC4 role with clear paths for advancement while staying technical

Requirements:

• 5-7 years in technical customer success, implementation, or solutions consulting
• Expert-level proficiency with CRM (Salesforce), project management tools, and enterprise software
• Proven ability to manage customer support escalations alongside project delivery
• Experience presenting to and influencing C-suite executives
• Deep understanding of APIs, integrations, and enterprise security principles

Nice-to-Have

• Background with AI/ML technologies or knowledge management platforms
• Experience with support ticketing systems and case management
• Familiarity with AWS, Azure, or other cloud platforms

This role reports to the Director of Solution Delivery and is classified as IC4. We believe in reasonable accommodations and are committed to enabling qualified individuals with disabilities to perform essential functions successfully.

Benefits to you

• Competitive salary
• Employee Incentive Stock Option Plan
• Generous medical benefits package
• Tax-advantaged accounts
• 401k
• Unlimited Flexible Time Off
• Paid Parental, Family & Medical Leave
• Wellness Stipend
• Tuition Stipend
• Guru-sponsored company & team events, no matter where you work
• Thrive After Five: in recognition of our long-tenured employees, Guru celebrates your five year anniversary with a $10,000 personal travel reimbursement
• Again at Ten: in recognition of our long-tenured employees, Guru celebrates your ten year anniversary with a $20,000 personal travel reimbursement

Apply now and show us what elite selling really looks like.