Senior Customer Success Engineer

At ReversingLabs, our software supply chain security and threat intelligence solutions have become essential to advancing Cybersecurity maturity around the globe. We're on a journey to expand adoption and accelerate growth by hiring the top talent across the security industry.

Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.

As a Senior Customer Success Engineer (CSE), you will serve as the technical owner and trusted advisor for our most strategic customers. In this role, you’ll be deeply embedded in customer environments—leading deployments, proactively managing system health, and driving the adoption of ReversingLabs solutions to maximize security value. Your work will focus on delivering a seamless and impactful customer experience throughout the lifecycle.

You will collaborate closely with Solution Architects and Account Executives to align technical outcomes with customer security goals, and play a critical role in expansion and renewal readiness. Additionally, you’ll serve as a conduit between customers and ReversingLabs Product and Engineering teams—capturing technical feedback, identifying product gaps, and influencing the roadmap based on frontline insight.

What You Will Do

• Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization.
• Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements.
• Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance.
• Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity.
• Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals.
• Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture.
• Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed.
• Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests.
• Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules.
• Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts.
• Participate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibility.
• Other duties as assigned 

What We Are Looking For

• Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domains
• Hands-on experience with application security tools, or threat detection platforms,  including deployment, troubleshooting, and architecture guidance
• Strong ability to build technical trust and influence cross-functionally across Customer Success, Product, Support, and Sales teams
• Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both practitioners and executives
• Demonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagement
• Experience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentation
• Strong analytical and problem-solving skills with a data-driven mindset
• Bachelor's degree in a technical or related field
• 6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts

• Competitive compensation packages (base, bonus, and equity)

• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth 
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Access to Udemy Business for professional development and continuous learning across a wide range of courses
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment

The base salary range for this role is influenced by several factors, including work location, job-related skills and experience, relevant education, training or certifications, and other business needs. For this position, the target base salary is $174,000 - $184,000.

At ReversingLabs, we believe that cash salary is just one part of our Total Rewards package. We’re proud to offer a comprehensive benefits package that includes base salary, bonus, stock awards, and extensive healthcare coverage. Additionally, we provide quarterly wellness weekends, retirement savings options, an annual Calm membership, access to Udemy for training and growth development, parental leave, and much more. We look forward to sharing more details about our Total Rewards package during the recruitment process.

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards,  for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. 

Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer.
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