Senior Customer Success Engineer, Identity Security

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

📋 Description

• Serve as the customer’s voice within the organization, advocating for their needs and requirements.

• Lead the technical onboarding process for new clients in partnership with internal teams.

• Build and sustain relationships with key customer stakeholders, acting as a strategic advisor.

• Collaborate with company leadership to ensure engagement at the executive level.

• Track customer usage and engagement to uncover opportunities for upselling, cross-selling, and renewals.

• Work alongside Product teams to educate clients, drive product adoption, and inform future product strategies.

• Identify and address barriers that could hinder customer success.

• Utilize self-paced training resources to facilitate customer education and knowledge enhancement.

• Oversee the customer lifecycle from onboarding through to ongoing management.

• Lead strategy discussions, in-depth architectural sessions, training, and formal quarterly business reviews (QBRs).

• Gather and organize client feedback; monitor customer health and usage metrics.

• Collaborate with internal teams to prioritize customer requests effectively.

• Create and implement repeatable processes to enhance product adoption and improve customer outcomes.

⛳️ Requirements

• 5+ years of demonstrated experience in customer-facing positions, such as Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, or Customer Success Engineer.

• Strong problem-solving abilities, capable of troubleshooting complex technical challenges and driving resolutions.

• Extensive experience delivering Cyber/Identity solutions to large enterprise clients.

• Proficient in interfacing with technical end-users, including IT practitioners, Developers, DevOps, and Identity & Security Teams.

• Proven experience in enhancing customer satisfaction, adoption rates, and retention levels.

• Experience in building and operating within an early-stage company is highly preferred.

• Ability to manage multiple account management projects concurrently while maintaining a keen attention to detail.

• Self-motivated and detail-oriented, with exceptional communication and interpersonal skills.

• A proven track record of managing customer relationships, including onboarding, renewals, and expansions.

• Capability to collaborate across various teams to achieve desired outcomes.

• Proficient in communicating, presenting, and influencing key stakeholders at all organizational levels, including at the executive and C-level.

🏝️ Benefits

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

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Comprehensive health, vision, and dental insurance.

• Life insurance, along with short and long-term disability insurance.

• Standard benefits and an equity package.

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