Manage and develop a team of Customer Success Engineers, driving successful implementations and overseeing customer renewal outcomes. Establish onboarding playbooks, manage escalations, and influence product roadmap based on customer feedback.
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.
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).
Similar Jobs
Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
Own full-cycle global recruiting for senior, hard-to-fill technical roles across Research, Engineering, and Product. Build proactive sourcing strategies, define role scope and interview plans with hiring managers, evaluate technical depth for AI-native products, deliver excellent candidate experience across time zones, use funnel metrics to improve hiring velocity, and collaborate with People Ops, Legal, and Finance to scale compliant international hiring.
Top Skills:
Ai/Ml SystemsAPIsLarge Language Models (Llms)Real-Time InferenceSpeech-To-Text (Stt)Text-To-Speech (Tts)
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Partner with automotive dealerships to drive adoption and performance of Dealertrack and Xtime solutions. Evaluate fixed-ops processes, run in-store and virtual engagements, identify upsell opportunities, retain at-risk accounts, and collaborate with sales and product teams to improve service efficiency, profitability, and customer satisfaction across the Northwest territory.
Top Skills:
DealertrackMS OfficeSalesforceXtime
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Partner with automotive dealerships to drive adoption and performance of Dealertrack and Xtime, evaluate and optimize fixed operations, run in-store and virtual engagements, identify upsell opportunities, manage at-risk accounts, and collaborate with sales and product teams to grow retention and utilization.
Top Skills:
DealertrackDmsMS OfficeSalesforceVirtual Collaboration ToolsXtime
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
