Zig AI | Customer Experience Engineer

Location: San Francisco

Format: In-office 5 days a week with flexibility for the occasional remote days

super{set} is dedicated to founding, funding, and building data and AI-native startups. Led by a team of serial AI founders with multiple exits, super{set} operates within a people-first culture, bringing hands-on support to its portfolio companies from ideation through exit. We don’t just critique - we roll up our sleeves and partner with product-centric co-founders who bring grit, humility, and clock-speed. Together at the whiteboard, we craft category-defining startups. Every company starts in-house, fully seed-funded by super{set}, before we invite outside investors at Series A.

ROLE

The Customer Experience Engineer role at Zig AI will own the end-to-end execution of customer pilots while acting as the connective tissue between customers, sales, product, and engineering. As we scale our customer footprint, pilots are becoming the single highest-signal engine for validating product-market fit, driving revenue, and ensuring our company lands with precision.

At the intersection of Customer Experience (60%), Product Execution & Management (20%), and Account Management (20%) - this role will ensure pilots run smoothly, customers feel supported, and product teams get the clarity they need to move fast. It’s an applied, hands-on role for someone who loves owning customer outcomes, translating needs for engineering, and guiding non-technical users through new workflows. The role will manage an expanding pilot pipeline, ensuring each pilot is well-run, well-communicated, and delivers strong signals for product and sales. Think of it as a personable, high-ownership rep with strong product instincts - someone who can speak customer, speak product, and keep pilots moving at high clockspeed.

RESPONSIBILITIES

Customer Experience & Pilot Execution (60%)

• Own the full lifecycle of customer pilots - from kickoff, configuration, and onboarding through weekly check-ins, performance monitoring, and wrap-ups.
• Build strong, trust-based relationships with customer stakeholders (often non-technical sales teams).
• Proactively unblock customers and coordinate internal resources to ensure pilots run smoothly.

Track pilot outcomes, business impact, and signal quality to inform go/no-go decisions for scale.

Product & Engineering Collaboration (20%)

• Translate customer needs into clear, structured requirements for engineering - enough technical depth to avoid slowing the team, but without needing to be an engineer.
• Identify patterns, edge cases, and friction points across pilots and feed them into product prioritization.

Partner with PMs to help shape product iterations based on real-world customer usage.

Account Management & Enablement (20%)

• Serve as the ongoing point of contact for pilot customers, ensuring adoption, satisfaction, and continued engagement.
• Develop repeatable onboarding flows, checklists, communications, and light documentation that increase pilot efficiency over time.
• Partner closely with Sales to drive post-pilot conversion to paid customers, leveraging their unique credibility, context, high-signal insights and rapport built during the pilot phase.
• Assist sales in driving post-pilot conversion to paid customers - delivering the signal, storytelling, and operational follow-through required to move pilots into revenue.
• Track leading indicators that inform expansion opportunities and long-term customer success.
• Use hands-on knowledge of the customer’s pain points, implementation nuances, and value realization to influence deal closure and expansion.

WHAT YOU’LL BRING

• 3-4 years in customer-facing roles across Customer Success, Account Management, Sales Engineering, Solutions functions.
• Experience working directly with non-technical users, especially in sales-driven environments.
• Prior exposure to product or technical cross-functional work - comfortable translating between customers & engineers.
• Startup experience preferred; thrives in fast-moving, evolving environments.
• Strong communication skills, especially in explaining technical workflows in simple, relatable terms.
• A “doer” mentality with very-high clock-speed, strong synthesis capabilities, and a strong growth mindset.

CREDENTIALS

• High-energy, proactive, and thrives in high-ownership environments.
• Operationally strong and takes end-to-end ownership without dropping details.
• Confident and highly personable extroverted communicator who can build rapport with stakeholders.
• Comfortable navigating ambiguity, moving fast, and context-switching across multiple pilots.
• Curious, hungry, fast learner who enjoys experimentation and able to synthesise quickly