Customer Success Engineer

About the role

We are looking for a dedicated and customer-focused Customer Success Engineer to join our team. In this role, you will ensure that our customers derive maximum value from our products post-purchase. You will act as a vital link between our technical teams and customers, providing training, deployment support, and ongoing engagement to foster strong relationships and drive customer satisfaction. Ideal candidates are based in Charlotte, but we are open to other remote locations.

Responsibilities

• Collaborate with customers to drive usage by segmenting assets and users effectively, ensuring tailored deployment support and engagement strategies.
• Conduct comprehensive training sessions for customers following procurement, equipping them with the knowledge and skills to utilize our products effectively.
• Schedule and conduct regular touch bases with customers.
• Lead with extreme accountability to resolve customer issues in collaboration with support and R&D.
• Build and maintain strong relationships with customers, understanding their goals, challenges, and feedback to enhance their experience with our products.
• Gather customer feedback and insights to relay to internal teams, contributing to product improvements and enhancements.

Requirements

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Engineering) or equivalent practical experience.
• 3+ years of experience in a customer success, technical support, or related role, preferably in the SaaS or information security industry.
• Strong technical background with the ability to understand complex technical concepts and communicate them effectively to non-technical audiences.
• Technical understanding of Active Directory, REST APIs, scripting technology (Python or PowerShell), and Operating Systems (Windows, Linux, Mac).
• Excellent communication and interpersonal skills, with a passion for delivering exceptional customer experiences.
• Proven ability to manage multiple priorities and adapt to changing customer needs in a fast-paced environment.
• Experience conducting training sessions or workshops is a plus.
• Strong problem-solving and analytical skills, with the ability to think critically and develop innovative solutions.
• Ability to work independently and manage multiple priorities in a fast-paced, dynamic environment.

Pay

The annual base salary for this position is expected to be between $130,000 and $160,000, depending on qualifications, relevant experience, and work location. In addition to a competitive salary, our compensation packages include stock options, attractive benefits, and an annual bonus for non-commissioned roles.