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.

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).

Manager, Customer Success Engineering

Key skills