Customer Success Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the onboarding process for new clients, taking a proactive stance to enhance customer satisfaction and improve their overall experience.

• Promote customer adoption, loyalty, and growth by ensuring clients maximize the value and return on investment from our offerings.

• Develop and refine internal processes for the Customer Success Team, creating methodologies that boost team efficiency and customer management.

• Execute growth initiatives and conduct Quarterly Business Reviews (QBRs) with clients, delivering value presentations to executives and decision-makers.

• Monitor customer health by introducing new, valuable features as they align with the customer journey.

• Educate champions and their teams on the benefits of our product, aiding in the identification of use cases before they become pressing needs.

• Demonstrate and convey value to executives and decision-makers, engaging key stakeholders beyond just nurturing champions.

• Cultivate relationships with executive decision-makers, establishing trust and credibility at various levels within existing customer accounts.

• Represent customer needs internally, working collaboratively with cross-functional teams to ensure value is delivered to customers.

• Collaborate across product, sales, and support teams to promote a robust sense of community and information exchange.

• Take accountability for customer success, ensuring responsibility for delivering value and meeting customer objectives.

⛳️ Requirements

• Must possess strong communication skills in English (writing, speaking, and presenting).

• Minimum of 3 years of experience in Security/SecOps or DevOps.

• At least 4 years of experience in Enterprise Customer Success Management (CSM) or Enterprise Account Management.

• Minimum of 4 years of experience in startup environments.

• Proven experience in managing upselling, renewals, and cross-selling.

• Experience working with technical customers.

• Familiarity with working alongside executives.

• Ability to effectively articulate technical concepts and recognize patterns in customer experience.

• Preferred: 1+ years of experience in a Managed Security Service Provider (MSSP) role.

• Proficient in working with REST API and JSON.

• 1+ years of coding experience in Python, Bash, etc.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Supportive and inclusive company culture.