Customer Success Engineering Leader

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Engineers.

• Oversee successful implementations within intricate enterprise settings.

• Develop standardized onboarding playbooks, success metrics, deployment checklists, and “time-to-value” benchmarks.

• Create and manage a customer health and risk management program while ensuring renewal readiness.

• Collaborate with Account teams to pinpoint and act on expansion opportunities driven by enhanced product utilization and new applications.

• Handle high-severity escalations from start to finish, ensuring prompt, high-quality resolutions while maintaining customer trust and alignment with executives.

• Shape the product roadmap with a strong perspective on enterprise preparedness and advocate for the customer’s voice.

• Establish a structured voice-of-customer pipeline and influence the roadmap with a robust viewpoint on enterprise readiness.

⛳️ Requirements

• Over 8 years of experience in customer-facing technical positions (CSE/TAM/SA/SE/PS/Support Engineering) within B2B SaaS, preferably in cybersecurity and/or identity sectors.

• More than 2 years of leadership experience in managing technical teams (hiring, coaching, and development).

• Strong technical expertise in enterprise SaaS implementation patterns: APIs, troubleshooting, logs/telemetry, and basic scripting/automation.

• Familiarity with identity security and governance as well as enterprise deployments.

• Proven track record of creating scalable processes and expanding a post-sales technical function (playbooks, metrics, enablement, hiring).

• Ability to operate at various levels: conducting in-depth technical discussions with practitioners and engaging in outcomes/ROI dialogues with executives.

• Demonstrated ownership mindset regarding renewals and retention: monitoring health signals, managing risks, and realizing value.

• Capacity to excel in a dynamic, fast-paced early-stage environment.

• Strong knowledge of IAM technologies (e.g., Okta, Ping, ForgeRock), protocols (e.g., SAML, OAuth, SCIM), and cloud platforms (SaaS, PaaS, IaaS).

🏝️ 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 continuous learning.

• A collaborative and inclusive company culture.