Customer Success Engineering Manager

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

📋 Description

• Take full responsibility for all technical escalations from customers, including triage, investigation, resolution, and documentation.

• Act as the primary technical representative during monthly and quarterly business reviews, discussing incident trends, platform performance, and alignment with the product roadmap.

• Collaborate with customers to optimize Simbian's AI agent for their specific environments, focusing on detection logic, response playbooks, and integrations.

• Work collaboratively with product and engineering teams to convert customer challenges into prioritized roadmap items.

• Develop processes, runbooks, and escalation frameworks from the ground up as the function expands.

• Recruit, onboard, and manage a Customer Success Engineering team as customer demand increases.

• Serve as the internal advocate for the customer by identifying patterns, championing solutions, and pushing back when necessary.

⛳️ Requirements

• 10-15 years of experience in SecOps, including SOC analysis, incident response, threat detection, or security engineering.

• Experience in an MDR or MSSP is highly preferred, as it indicates an understanding of managing security outcomes for multiple clients simultaneously.

• Proficient with SIEM, EDR, SOAR, and cloud security tools (such as Splunk, CrowdStrike, Sentinel, Palo Alto, or similar).

• Skilled in conducting executive-level discussions, including QBRs, roadmap meetings, and escalation calls, while maintaining technical focus.

• Experience in managing or mentoring junior security analysts or engineers.

• Excellent written and verbal communication skills: able to articulate a detection gap to a CISO and communicate a playbook fix to an analyst within the same day.

• Adaptable to working in an early-stage environment where processes are still being established—able to create them.

🏝️ Benefits

• Direct access to product development—your insights from customers will influence future builds.

• Opportunity to create and lead a function from its inception.

• Remote-first, high-trust organizational culture.

• Competitive compensation package and equity in an early-stage AI security firm.

• Engage with customers who are genuinely committed to addressing significant security challenges rather than merely fulfilling compliance requirements.