Job Details

Success Engineer

Salary Range: $140,000-180,000/year (Range shown is for U.S.-based employees in San Francisco, CA. Compensation outside the U.S. is adjusted fairly based on your country's cost of living. You can explore how we calculate this here:

Equity Range: Up to 0.10%

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 70k+ 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" tools. To support customers like MongoDB, Coinbase, Snapchat, and more, we built reliable infrastructure for getting clean web data. When we noticed our friends building the same internal tooling, Firecrawl was born.

We're a small, fast-moving, technical team building essential infrastructure for the AI era. We value autonomy, clarity, and shipping fast.

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. You read docs, write scripts, and debug edge cases with ease.
• Implementation Expert: You've guided technical teams through complex onboarding and can build workflows that showcase product value quickly
• Process-Oriented: You naturally think in systems and workflows-how to scale 1:1 interactions into repeatable, measurable processes
• Customer-Driven: You excel at consultative selling and building trusted advisor relationships. You can ask the right questions and explain technical ideas clearly
• Data-Minded: You think in metrics, health scores, and adoption rates. You want to know usage patterns, conversion rates, and revenue impact
• Scrappy & Fast: You don't wait for perfect processes-you create momentum. You know when to ship a Loom, jump into Discord, or write a script to unblock someone
• Pattern Seeker: You naturally see repeat issues, common requests, and potential product improvements. You document everything and bring insights back to the team
• Cross-Functional Collaborator: You work seamlessly with Product, Engineering, and Growth teams to drive customer outcomes

Bonus Points

• You've worked in customer-facing technical roles (solutions engineer, implementation specialist, dev support, CSE, account management)
• You've built systematic customer success processes at an early-stage startup
• You've supported APIs, SDKs, or other developer tools
• You have experience with usage-based pricing models and expansion strategies
• You've managed technical implementations and onboarding for B2B SaaS
• Experience with our stack: HubSpot, Customer.io, n8n, Postgres, PostHog, Pylon
• You've created technical documentation, videos, or educational content
• You've run business reviews and managed customer health scores
• You understand the developer tools ecosystem and technical buyer personas
• You've built with Firecrawl or similar web scraping/data extraction platforms

What it means to join Firecrawl

• High Leverage - Your processes directly amplify our growth
• Autonomy - Own your domain; we care about outcomes, not hours
• Remote-First Culture - Work at our new SF office, while collaborating with our remote team
• Growth Opportunity - Early equity and a role that scales with the company
• Creative Freedom - Experiment with new channels, formats, and automations. If it works, we run with it

Benefits & Perks

Available to all employees

• Salary that makes sense - $140,000-180,000/year OTE (U.S.-based), based on impact, not tenure
• Own a piece - Up to 0.10% equity in what you're helping build
• Generous PTO - 15 days mandatory, anything after 24 days, just ask (holidays excluded); take the time you need to recharge
• Parental leave - 12 weeks fully paid, for moms and dads
• Wellness stipend - $100/month for the gym, therapy, massages, or whatever keeps you human
• Learning & Development - Expense up to $150/year toward anything that helps you grow professionally
• Team offsites - A change of scenery, minus the trust falls
• Sabbatical - 3 paid months off after 4 years, do something fun and new

Available to US-based full-time employees

• Full coverage, no red tape - Medical, dental, and vision (100% for employees, 50% for spouse/kids) - no weird loopholes, just care that works
• Life & Disability insurance - Employer-paid short-term disability, long-term disability, and life insurance - coverage for life's curveballs
• Supplemental options - Optional accident, critical illness, hospital indemnity, and voluntary life insurance for extra peace of mind
• Doctegrity telehealth - Talk to a doctor from your couch
• 401(k) plan - Retirement might be a ways off, but future-you will thank you
• Pre-tax benefits - Access to FSAs and commuter benefits (US-only) to help your wallet out a bit
• Pet insurance - Because fur babies are family too

Available to SF-based employees

• SF HQ perks - Snacks, drinks, team lunches, intense ping pong, and peak startup energy
• E-Bike transportation - A loaner electric bike to get you around the city, on us

Interview Process

• Application Review - Send us your stuff, and a quick note on why you're excited
• Technical Interview (~30 min): Discuss your technical experience with our Founding Support Engineer.
• Growth Interview (~30 min): Discuss strategies, customer expansion, and adoption with our Head of Growth.
• Interview with Founders (~30 min) - Culture, vision, and long-term fit
• Paid Work Trial (1-2 weeks) - Jump into real projects with the team
• Decision - We move fast

Sound like a good fit?

Apply now and let's talk.