Customer Success Engineering Leader

• Customer Success Engineering
• U.S. Remote

Description

We’re looking for a Customer Success Engineering Leader to lead and scale our technical Customer Success function as we build the category-defining modern IGA platform. This is a player/coach leadership role. You’ll manage the team, set the operating model, and stay hands-on with strategic accounts and escalations. You’ll own technical onboarding and adoption end-to-end and be accountable for renewal outcomes (risk management, executive value, commercial readiness) in partnership with CS, Sales, and leadership.

What you’ll do:

• Manage, coach, and develop a team of Customer Success Engineers.
• Drive successful implementations in complex enterprise environments.
• Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets.
• Build and run a customer health and risk program and own renewal readiness.
• Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases.
• Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment.
• Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers.
• Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.

Requirements

What you’ll bring:

• 8+ years in customer-facing technical roles (CSE/TAM/SA/SE/PS/Support Engineering) in B2B SaaS, ideally in cybersecurity and/or identity.
• 2+ years of people leadership experience managing technical roles (hiring, coaching, development).
• Strong technical depth across enterprise SaaS implementation patterns: APIs, troubleshooting, logs/telemetry, basic scripting/automation.
• Domain familiarity in identity security and governance and enterprise deployments.
• Proven ability to build repeatable processes and scale a post-sales technical function (playbooks, metrics, enablement, hiring).
• Comfort operating at multiple altitudes: deep technical dives with practitioners and outcomes/ROI conversations with executives.
• Demonstrated ownership mindset for renewals and retention: health signals, risk management, and value realization.
• Ability to thrive in a fast-paced, evolving early-stage environment.
• Strong understanding of IAM technologies (e.g., Okta, Ping, ForgeRock), protocols (e.g., SAML, OAuth, SCIM), and cloud platforms (SaaS, PaaS, IaaS).