Senior Customer Success Engineer

New

ReversingLabsCybersecurity

United StatesFull-TimeSenior

Salary169000 - 179000 USD per year

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Job Details

Experience: 6–8 years

Requirements

Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domains
Hands-on experience with application security tools, or threat detection platforms, including deployment, troubleshooting, and architecture guidance
Strong ability to build technical trust and influence cross-functionally across Customer Success, Product, Support, and Sales teams
Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both practitioners and executives
Demonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagement
Experience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentation
Strong analytical and problem-solving skills with a data-driven mindset
Bachelor's degree in a technical or related field
6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts

Responsibilities

Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization.
Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements.
Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance.
Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity.
Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals.
Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture.
Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed.
Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests.
Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules.
Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts.

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