Service · Dedicated Success Engineering
An engineer-shaped resource embedded with your team.
On Enterprise tier, you get a dedicated customer success engineer assigned to your account. They know your trade, your workflows, your integrations. They're the person you call when something is weird — and the one driving roadmap input back to product on your behalf.
What's included
- Dedicated CSE assigned to your account
- Quarterly business reviews (QBRs) with metrics + roadmap input
- Per-org recognizer tuning + custom training data curation
- Dedicated escalation channel (Slack-shared or email priority)
- SLA: 1-hour response on P1, 4-hour on P2, 24-hour on P3
- Roadmap input — your needs influence enterprise priorities
What's NOT included
- Custom integration build (separate engagement)
- Takeoff-as-a-service work (separate engagement)
Process
How the engagement runs
- 01
Match
We match a CSE based on your trade and stack. Introduction call within 5 business days of contract.
- 02
Onboarding
Your CSE participates in onboarding sessions. They become your in-house subject matter expert.
- 03
QBRs
Quarterly business reviews. Metrics, win-loss patterns, recognizer accuracy trends, roadmap items.
FAQ
Common questions
- Is this a sales role or engineering role?
- Engineering. Your CSE is technical — they can debug an integration, tune the recognizer, write SQL queries against your data. They escalate to engineering on P0 issues but most things they fix themselves.
- What if our CSE leaves the company?
- We hand off with at least 30 days transition. Your account is documented in detail so the new CSE inherits the context.
Ready for Dedicated Success Engineering?
Schedule a 30-minute scoping call.
No quotas, no pressure. We'll scope what you actually need and quote it specifically.