Context

Sustaain is a data-for-sustainability startup building a decision intelligence layer for complex commodity supply chains (coffee, cocoa, and beyond). Our solutions turn fragmented origin, sourcing, and compliance data into auditable decisions.

Our roadmap has three horizons: V1 — EUDR Compliance Platform (current focus: regulatory operating system for trading houses), V2 — Sustainability Intelligence (scoring, geospatial analysis, automated reporting beyond regulatory scope), V3 — Information System (shared backbone: connectors, governance, multi-tenant, multi-regulation).

We ship to large commodity traders and food & beverage brands under real regulatory deadlines. Our engagements are integration-heavy, audit-driven, and operationally critical.

Role Overview

We are looking for a Customer Success Engineer to own the technical trust relationship with our clients end-to-end: from onboarding and integration setup, through iterative delivery and UAT, to production go-live, hypercare, and steady-state adoption.

You are the person who makes sure nothing we ship surprises anyone, and that the platform becomes something clients rely on daily. Your work carries through the three horizons: what users adopt today in compliance is the ground we will build intelligence and strategic allocation on tomorrow.

You will report to the Delivery Lead and work closely with Product, Engineering, Data, and our clients' business and IT counterparts.

Responsibilities

• Own the client-facing delivery loop: release planning, UAT preparation, defect triage, sign-off tracking, and hypercare for each production release.
• Run UAT end-to-end: co-design scenarios with client users, prepare test data, facilitate sessions, shepherd defects, and secure formal sign-off.
• Coordinate integrations and environment setup with client IT: cloud environments, authentication, ERP / trading-system connectors, geospatial providers, regulatory interfaces — remove blockers, track credentials, API access, and data extracts.
• Translate business requirements into crisp acceptance criteria and user flows, jointly with Product.
• Produce and maintain client-grade documentation: runbooks, release notes, user guides, training materials, FAQ, known issues.
• Deliver training and enablement sessions across central, origin, reviewer and admin user roles. Make adoption happen.
• Be the first line of technical support in production: triage, reproduce, escalate, close the loop, keep SLAs honest.
• Feed the product roadmap: surface usage insights, friction points, and recurring requests back to Product and Engineering — the bridge between today's compliance workflows and tomorrow's intelligence layer.

12-Month Outcomes (what "good" looks like)

• Every client release lands on time with a clear UAT pass and formal sign-off. No silent failures, no surprises at go-live.
• Integrations unblocked on the critical path, with credentials and access tracked and owned.