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About the Role
We are looking for a Sr. Customer Success Engineer to serve as the trusted technical advisor for our customers. This role involves partnering with customers to help them implement, adopt, and derive long-term value from our platform. You will collaborate with Engineering, Product, and Sales teams to guide onboarding, resolve technical challenges, and provide strategic direction tailored to each customer's identity and security needs. This is a high-impact, customer-facing role focused on driving product adoption and ensuring customer success.
Responsibilities
- Act as the voice of the customer, advocating for their needs and requirements to internal teams.
- Lead the technical onboarding process for new customers, ensuring a smooth and positive experience.
- Establish and maintain strong relationships with key customer stakeholders, serving as a strategic advisor.
- Monitor customer usage and engagement to identify opportunities for upselling and renewals.
- Collaborate with Product teams to educate customers, drive product adoption, and inform new product decisions.
- Proactively identify and resolve obstacles impeding customer success.
- Utilize self-paced training resources to support customer education.
- Manage the customer life cycle from onboarding onward, including strategy sessions, architecture deep dives, training, and QBR meetings.
- Maintain high customer satisfaction by collecting and structuring client feedback and tracking key health and usage indicators.
- Identify, develop, and implement repeatable processes to maximize product adoption and customer achievement of goals.
Requirements
- 5+ years of proven experience in customer-facing roles (Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, Customer Success Engineer).
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Extensive experience providing Cyber/Identity solutions to large enterprise customers.
- Experience interfacing with technical end customers (IT practitioners, Developers, DevOps, Identity & Security Teams).
- Experience in increasing customer satisfaction, adoption rates, and retention.
- Proven ability to manage multiple account management projects with attention to detail.
- Self-motivated, detail-oriented with strong communication and interpersonal skills.
- Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion.
- Excellent collaborator, able to engage across multiple teams to drive outcomes.
- Great ability to communicate, present, and influence key stakeholders at all levels, including executive and C-level.
Skills
- Cyber/Identity solutions
- Customer relationship management
- Technical onboarding
- Problem-solving
- Communication
- Presentation
- Collaboration
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Senior
Salary/Compensations
- Compensation range represents total compensation, which may include incentive for sales roles, equity, or benefits.
- Final salary will be determined based on factors such as employee's work experience, skills, qualifications, business needs, and other operational considerations.
- Compensation will vary based on seniority, relevance of experience, location, and position requirements.
- This role may be eligible for potential merit increases based on performance and other discretionary factors.
- In addition to a standard benefits and equity package, we offer a generous salary.
Benefits
- Ability to work remotely, with office setup reimbursement
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
About the Company
- Cyera is at the center of how the world adopts AI securely.
- Our mission is to give enterprises the confidence to embrace AI safely.
- We started by solving the hardest problem in data security: finding and securing data faster and more precisely than anyone thought possible.
- Our foundation is now the essential AI trust infrastructure for the Fortune 1000.
- We’re hiring mission-driven talent to put leaders at the center of our story.