AI Customer Success Engineer

Be yourself at Protolabs 

Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better.  We do not discriminate based on race, colour, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams. 

Why Protolabs? 

We are the leaders in digital manufacturing.  We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit.  Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds.  We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do.  It’s our people who fuel our creativity and make our culture feel like home. 

Join our team as an AI Customer Success Engineer in Telford!

This is a hybrid role, with an onsite presence required on a weekly basis.

Companies are investing heavily in AI — yet employees often use only a fraction of what those tools and solutions can do, and the friction remains. The capability exists. The problem exists. What's missing is the connection between them. Do you enjoy solving problems with technology to realize true business value? You can be the bridge between technology and business!

As an AI Customer Success Engineer, you will embed yourself with business users to deeply understand their workflows and use cases, build automations and agents through no-code development, analyse user feedback, and drive adoption of AI tooling turning untapped potential into real impact. Beyond enablement, you will create the analytical depth behind custom AI solutions by analysing requirements, conducting demos, guiding users through rollout, and managing feedback channels, working alongside Technical Product Managers to deliver measurable value through AI across the organisation.

What You Will Do:

AI Platform Adoption & Enablement; No-Code Development (Primary)

You will sit with business users to deeply understand their workflows and use cases for AI tooling

You will help create and configure agents, apps and automations within AI tooling for and with end-users

You will process and analyse user feedback; surface gaps between user expectations and current capabilities

You will develop onboarding materials and guide users through adoption

You will derive requirements for platform set-up based on user needs

You will oversee support channels, collect and answer user feedback and questions

You’ll turn real business challenges into effective no-code and low-code solutions, taking ideas from concept through to implementation

Use Case Analysis & Requirements Support (Secondary)

You will support requirements analysis for custom AI use cases: elicit, document, and refine functional and non-functional requirements with business stakeholders

You will perform use case scoping and refinement — translate business needs into structured AI solution requirements

You will define measurable KPIs and acceptance criteria for use case delivery

You will conduct demos and feedback calls with business users

What You Bring:

Bachelor's degree in a relevant field (e.g., Computer Science, Information Systems, Business Informatics, Industrial Engineering, or Digital Business)

3–5 years of professional experience in customer success engineering, AI/digital solutions consulting, business analysis, or technical product enablement

Extensive hands-on experience building solutions with no-code/low-code AI platforms — creating agents, automations, workflows, and apps using LLM-based assistants, agent frameworks, and prompt engineering. Able to independently deliver AI-powered solutions without custom development.

Demonstrated ability to work across diverse business domains (e.g., manufacturing, engineering services, finance, HR, supply chain) and quickly understand domain-specific processes, terminology, and pain points.

Strong understanding of how enterprise systems connect — APIs, integrations, data flows, and SaaS architectures. Able to assess how AI tools fit into existing system landscapes and identify integration requirements.

Excellent verbal and written communication skills; able to present complex technical concepts to non-technical audiences, facilitate workshops, run demos, and build trusted relationships with business stakeholders at all levels.

Proven ability to elicit, document, analyse, and validate business and technical requirements (e.g., user stories, acceptance criteria, process flows) through stakeholder interviews and hands-on observation.

Natural ability to sit with end-users, understand their real-world challenges, and translate messy problems into structured use cases and actionable solutions.

Ability to evaluate AI use cases for feasibility, business value, and priority — and identify when a use case requires custom development versus no-code implementation.

Experience driving enterprise tool rollouts, user adoption programs, and change management — including onboarding, training, feedback loops, and continuous improvement.

Ability to produce clear requirement documents, process maps, user guides, and portfolio overviews.

Why You Stand Out :

Agile Familiarity: Comfortable working in sprint-based delivery, writing PBIs/features, and collaborating closely with development teams

Background in manufacturing, engineering services, or B2B technology companies

Familiarity with AWS services and AI governance frameworks

Scrum, or Product Owner certification

What's In It For You:

Growth-oriented company with a focus on your development journey through regular feedback and discussions

Open and welcoming corporate culture globally

Extensive e-learning platform with 300+ training courses and on-site sessions, including internal leadership training

Onsite car parking, bicycle storage, and convenient public transport links

Newly built canteen with free hot drinks

Employee Discount scheme with savings across thousands of UK retailers

Employee wellbeing culture with mental health support, wellbeing portal, and psychologist assistance

Monetary-based Reward Schemes for recognition, referrals, anniversaries, and life events

37.5 hours per week, permanent contract

25 days holiday entitlement plus Bank Holidays, increasing with length of service.

Life insurance policy for eligible employees – 4 x base salary

What to expect in the hiring process

Alignment call

Kick-off with an initial screening with one Talent Acquisition Partners, not really an interview, but the chance to learn more about how we do things, our process and a chance for you to ask all the things you want to know

Interview

A deeper dive into the role, what we're looking for the hiring manager and you to get to know one another

Further interviews

We always try to streamline our recruitment process as much as possible but may sometimes need to carry out further interviews. This may be to meet other members of the team or more senior employees. It may also be an opportunity to see the site or working area

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