Customer Success Engineer

Your responsibilities

• Manage the onboarding process for new customers, adopting a proactive approach to drive customer satisfaction and enhance their experience.
• Drive customer adoption, loyalty, and expansion by ensuring customers receive maximum value and ROI from our product.
• Implement and improve internal processes for the Customer Success Team, building methodologies to enhance team efficiency and customer management.
• Conduct growth initiatives and Quarterly Business Reviews (QBRs) with customers, presenting value to executives and buyers.
• Maintain customer health by introducing new, valuable features as they become relevant in the customer journey.
• Educate champions and their teams on the value of our product, helping uncover use cases before they become urgent needs.
• Showcase and present value to executives and buyers, engaging key stakeholders beyond nurturing champions.
• Build relationships with executive decision-makers, generating trust and credibility at multiple levels within existing customer accounts.
• Advocate for customer needs internally, collaborating with cross-functional teams to ensure customer value is delivered.
• Ensure accountability for customer success, taking responsibility for delivering value and achieving customer goals.

Requirements

• Must communicate well in English in (writing, talking and presenting)
• At least 3 years of experience in Security/SecOps or DevOps
• At least 4 years of experience in Enterprise CSM or Enterprise Account Management
• At least 4 years of experience working in Startups
• Experience in managing Upselling, renewals, and cross-selling
• Experience working with Technical customers
• Experience working with Executives
• Ability to effectively communicate technical concepts and identify patterns in customer experience

Nice to have

• 1+ years Experience in MSSP
• Working with REST API, JSON
• 1+ years experience with code in Python, Bash, etc