Customer Success Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary technical liaison for a portfolio of Panorays enterprise clients.

• Facilitate customer onboarding, implementation, long-term adoption strategies, and regular health assessments.

• Manage sales handoffs and oversee the onboarding process from start to finish, including kickoff, success criteria, and deployment scope.

• Execute deployments as projects with detailed plans, weekly status reports, working sessions, risk and issue tracking, and formal customer closure.

• Develop how Panorays integrates into customers’ third-party risk management frameworks and document architectural and operational blueprints.

• Provide guidance to clients on the maturity of third-party risk programs, operational models, controls, and integrations.

• Lead the technical implementation of APIs and integrations with GRC, procurement, ticketing, SSO, and data platforms.

• Collaborate with Account Managers to create customer success plans and manage adoption across various teams and business units.

• Facilitate adoption processes, including administrator and end-user training, and encourage license utilization.

• Review customer setups, including supplier tiering, questionnaires, monitoring, and workflows.

• Address complex technical escalations, document defects, gather feature requests and adoption barriers, and work closely with R&D and Product Management.

• Cultivate trusted relationships with CISOs, risk management leaders, architects, and engineers.

• Identify technical expansion opportunities and renewal risks, communicating them to Account Managers.

• Develop best practice guides, architectural patterns, enablement materials, playbooks, runbooks, and knowledge base resources; ensure Planhat is up to date.

⛳️ Requirements

• 5+ years of experience in technical customer-facing roles within B2B SaaS, ideally in cybersecurity or risk management.

• A minimum of 3 years in roles such as Customer Success Engineer, Solutions or Technical Account Manager, Implementation Consultant, or Sales Engineer.

• BA/BS in Computer Science, Information Security, or a related field, or equivalent professional experience.

• Proven track record of guiding complex enterprise clients from contract signing to production, including multi-system integrations.

• Practical experience with RESTful APIs using tools like cURL, Postman, or similar, including API keys, OAuth 2.0/bearer tokens, JSON payloads, and webhooks.

• Familiarity with integrating SaaS platforms with GRC, SSO, and data platforms.

• Experience managing enterprise deployments as projects, including planning, status reporting, risk and issue management, stakeholder engagement, and project closure.

• Proven ability to build executive-level relationships with CISOs and risk leaders while managing technical relationships across enterprise accounts.

• Experience leveraging health and usage data to drive adoption and retention.

• Strong verbal and written communication skills in English.

• Capacity to manage multiple customer projects simultaneously and create processes, templates, and playbooks.

• Readiness to work during U.S./EMEA business hours.

• Willingness to travel up to 50%.

• Preferred: experience in third-party risk management, GRC, or vendor risk assessment.

• Preferred: understanding of DNS, SSL/TLS, HTTP/S, common web vulnerabilities, and attack surfaces.

• Preferred: working knowledge of NIST CSF, ISO 27001, SOC 2, DORA, and NIS2.

• Preferred: experience mentoring or leading Technical Account Managers or customer-facing engineers.

• Preferred: hands-on scripting experience with Python, Bash, or PowerShell.

• Preferred: PMP or PRINCE2 certification.

• Preferred: CISSP, CCSP, CompTIA Security+, or cloud certifications.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Opportunity to engage with a global cybersecurity company.

• Travel opportunities (50%).