Senior Customer Success Engineer

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

📋 Description

• Act as the main 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 requirements, challenges, and desired business objectives.

• Create and implement tailored use cases employing a consultative methodology.

• Promote sustained platform adoption, customer value, return on investment, ongoing engagement, and expansion.

• Identify and address barriers or issues impacting customer success.

• Collaborate with colleagues to resolve customer-related challenges.

• Represent customer feedback and shape Cyera’s roadmap and product evolution.

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

• Diagnose and resolve technical issues that affect customers.

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

• Formulate joint success plans with customers.

• Document and disseminate best practices both internally and externally.

• Guide team members and promote professional growth.

• Engage in interviewing and onboarding new team members.

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

⛳️ Requirements

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

• A bachelor’s degree in Computer Science or related experience is advantageous.

• 12 years of experience demonstrating robust project management skills, allowing for effective planning, organization, and execution of multiple projects simultaneously while maintaining attention to detail.

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

• A results-oriented mindset with a proven history of driving revenue growth, ensuring customer satisfaction, encouraging feature adoption, and maximizing customer retention.

• Previous experience working alongside Development teams.

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

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

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

• Proven expertise in DLP, Data Privacy/Protection, DSPM/CSPM, SIEM, or vulnerability management with hands-on experience preferred.

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

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

• A self-motivated, proactive, and innovative team player committed to inspiring customer loyalty.

• Excellent interpersonal and customer relationship skills for cultivating and maintaining strategic partnerships.

• Clear and concise verbal and written communication abilities, adept at conveying complex information effectively.

• Proficient in leading executive meetings and technical workshops.

• Capability to work independently and address complex challenges with incomplete documentation.

🏝️ Benefits

• Option to work remotely, with reimbursement for office setup costs.

• Competitive salary.

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Health, vision, and dental insurance.

• Life insurance and short and long-term disability coverage.

• Potential for merit increases based on individual or company performance, duration in role, and other discretionary factors.