Senior Customer Success Engineer

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

📋 Description

• Act as the primary technical authority on the Cyera Platform.

• Build trusted-advisor relationships with customers ranging from practitioners to executives.

• Facilitate customer adoption through effective onboarding and training.

• Comprehend customer needs, challenges, and desired business outcomes.

• Create and present tailored use cases using a consultative methodology.

• Promote long-term platform usage, customer engagement, expansion, and achievement of business and technology objectives.

• Identify and address obstacles to customer success alongside colleagues.

• Represent customer feedback and impact Cyera’s product roadmap and development.

• Utilize self-paced training resources to enhance customer education.

• Diagnose and resolve technical issues faced by customers.

• Monitor and report on customer health, well-being, and usage metrics.

• Formulate joint success plans in collaboration with customers.

• Document and disseminate best practices both internally and externally.

• Mentor team members and contribute to their professional growth.

• Engage in the interviewing and onboarding process for new team members.

• Conduct Quarterly Business Reviews to assess progress and pinpoint areas for improvement.

⛳️ Requirements

• An associate's degree or equivalent experience is required.

• A bachelor’s degree in Computer Science or a related field is preferred.

• 12 years of experience demonstrating strong project management skills, allowing for effective planning, organization, and execution of multiple projects while maintaining a keen eye for detail.

• A self-starter who excels in a fast-paced, ambiguous, and deadline-driven startup environment.

• A results-oriented mindset, with a proven ability to drive revenue growth, ensure customer satisfaction, encourage feature adoption, and enhance customer retention.

• Previous experience working collaboratively with Development teams.

• Proficiency in SQL, scripting languages (e.g., Python or similar), and practical experience with cloud environments.

• Over 3 years of hands-on experience with data and cloud technologies, including databases, cloud infrastructure, and basic administration (e.g., cloud networking, IAM, and permissions).

• Familiarity with programming or scripting languages and knowledge of APIs and web services.

• Proven expertise in DLP (Data Loss Prevention), Data Privacy/Protection, DSPM/CSPM (Cloud Security Posture Management), SIEM (Security Information and Event Management), or vulnerability management, with hands-on experience being preferred.

• Essential prior experience in a technical customer-facing role within a software company.

• Demonstrated history of managing customer relationships, encompassing onboarding, renewal, and expansion.

• A self-motivated, proactive, and innovative team player who consistently aims to foster customer loyalty.

• Excellent interpersonal skills and customer relations capabilities, particularly in nurturing strategic relationships.

• A clear and effective verbal and written communicator, adept at conveying complex information.

• Skilled in leading both executive meetings and technical workshops, showcasing confidence and expertise.

• Capable of working independently, tackling complex challenges, and successfully completing tasks that may lack detailed documentation.

• Willingness to travel 25-50% annually.

🏝️ Benefits

• Opportunity to work remotely, with reimbursement for office setup.

• Competitive salary.

• Paid holidays and sick leave.

• Health, vision, and dental insurance.