Customer Success Engineer

Forescout Technologies Inc. is a leader in cybersecurity, providing solutions to protect critical infrastructure from cyber threats. The Customer Success Engineer (CSE) serves as a trusted technical advisor to Mid-Market customers, guiding them in utilizing the Forescout platform to achieve their business outcomes and ensuring successful adoption of their solutions.

Responsibilities:

• Serve as a trusted strategic and technical advisor for Mid-Market customers across all phases of the customer lifecycle, accelerating enablement, orchestrating activities that accelerate adoption, mitigate risk, and value realization
• Operate in scaled, programmatic engagement models, supporting multiple customers simultaneously through defined motions rather than a fixed portfolio
• Provide technical leadership and guidance across a rotating portfolio of enterprise customers, engaging based on active needs, escalations, and priority use cases
• Act as the primary technical authority for platform expertise, architecture direction, and solution best practices for customers and internal teams
• Guide multiple customers through deployment, configuration, integration, and optimization of Forescout solutions to ensure successful adoption and outcomes
• Proactively identify opportunities to increase product usage & value, address technical challenges, and mitigate risks to customer satisfaction and retention
• Prioritize time and effort based on risk signals, renewal windows, and business impact - not account assignment
• Proactively identify, develop, and inspire new use cases across asset intelligence, visibility, compliance, and security for IT, OT, IoT, IoMT, and XIoT environments
• Provide advisory-level technical guidance that helps customers realize value while positioning the benefits of Premium Support services
• Diagnose complex technical challenges, driving resolution in partnership with Support and R&D and mitigate risks impacting customer satisfaction and retention
• Deliver technical enablement sessions, documentation, and operational resources for customers and internal Customer Success teams
• Present Forescout’s value proposition, platform strategy, and product roadmap to audiences ranging from engineers to executive stakeholders
• Provide architecture and integration best practices for enterprise environments; contribute runbooks and documentation customers can operationalize
• Maintain expertise in discovery, classification, policy enforcement, and risk management across diverse network environments
• Achieve and maintain FSCA and FSCE certifications and stay current on the Forescout 4D Platform and related technologies through ongoing training

Requirements:

• 5+ years in pre/post-sales customer roles (Sales/Engineer, Customer Success, TAM, PS, Solutions/Delivery Engineering) with an engineering-first approach and strong empathy for customer outcomes
• Proven ability to support large, complex enterprise customers by combining hands-on technical execution with executive-level value alignment and communication
• Strong ability to diagnose technical health and articulate risk without owning implementation
• Passion for cybersecurity solutions and enthusiasm for hands-on work and customer engagement
• Experience delivering outcomes in asset intelligence, visibility, compliance, and security across IT, OT, IoT, IoMT, and XIoT environments
• Excellent communication and relationship skills; you listen to understand, then lead the conversation with clarity and credibility with the ability to take business outcomes and develop technical use cases to support them
• Demonstrated success creating and delivering enablement material (docs, runbooks, workshops) that elevate both customers & internal teams
• Background in one or more of these areas; cyber security, networking, or infrastructure software
• Comfortable operating in high-volume, fast-moving environments with shifting priorities
• Excellent problem-solving, organizational, and relationship management skills
• Willingness to travel up to 20% (customer onsite, events, team summits)