VP Customer Success Engineering

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

📋 Description

• Oversee, mentor, and nurture a team of Customer Success Engineers.

• Facilitate successful implementations within intricate enterprise settings.

• Develop repeatable onboarding playbooks, define success criteria, create deployment checklists, and establish “time-to-value” targets.

• Design and manage a customer health and risk program while taking ownership of renewal readiness.

• Collaborate with Account teams to pinpoint and pursue expansion opportunities rooted in enhanced product utilization and new use cases.

• Lead high-severity escalations from start to finish, ensuring prompt, high-quality resolutions that uphold customer trust and executive alignment.

• Shape the product roadmap by providing a strong perspective on enterprise readiness and advocating for the voice of the customer.

• Develop a structured voice-of-customer pipeline and actively influence the roadmap with a strong perspective on enterprise readiness.

⛳️ Requirements

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

• 2+ years of leadership experience in managing technical personnel (hiring, coaching, and development).

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

• Familiarity with identity security, governance, and enterprise deployment environments.

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

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

• Demonstrated ownership mentality regarding renewals and retention: health signals, risk management, and value realization.

• Capacity to excel in a fast-paced, dynamic 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 incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Collaborative and innovative team culture.