Senior Customer Success Engineer
Core
Primary post-sales technical point of contact bridging business strategy and technical execution to ensure maximum ROI for enterprise clients.
Role type
Senior Customer Success Engineer (Technical Account Management)
Builds
Internal processes, automated workflows, standardized playbooks for onboarding/migration/expansion, and optimized Customer Success Stack.
Domain
Cybersecurity / Enterprise Networks / SASE
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SASE ecosystem (SD-WAN, ZTNA, SWG, FWaaS, CASB, DLP, BGP), Security/Attack Life Cycle, SQL, data visualization (Tableau, Looker, Snowflake), CRM/CS platforms (Salesforce, Gainsight), TCP/IP, SSL/IPSec VPNs, PKI, troubleshooting (tcpdump, Wireshark), NOC/SOC operations, Sandboxing, AI automation.
Preferred skills
Customer education for expansion opportunities.
Technologies
SD-WAN, ZTNA, SWG, FWaaS, CASB, DLP, BGP, Tableau, Looker, Snowflake, Salesforce, Gainsight, tcpdump, Wireshark
Responsibilities
Execute technical tasks and configure features to accelerate customer time-to-value; Lead targeted deployment sprints and provide ongoing prescriptive guidance post-Professional Services; Design and optimize the Customer Success Stack to automate low-touch tasks and flag churn signals; Build standardized playbooks for onboarding, migration, and expansion workflows; Define and track KPIs including Net Retention Rate, Time-to-Value, and Product Adoption Scores; Act as a strategic technical advisor to influence C-suite executives and drive business value; Partner with Account Teams to lead the technical narrative during Quarterly Business Reviews; Collaborate with Engineering, TAC, and Product teams to navigate and resolve complex product issues; Operate independently to authorize risk mitigation and manage accounts regressing in health status.
Seniority
Senior, hands-on IC