Client Success Engineer

Team Cymru is dedicated to making the digital world safer by helping analysts track and take down cybercriminals and other threats. As a Client Success Engineer, you will ensure customers effectively utilize Team Cymru’s platform, driving retention and growth while supporting their security needs.

Responsibilities:

• Drive Mission Value & Customer Outcomes
• Partner with customers to ensure they are fully operationalizing Team Cymru’s capabilities within their workflows
• Translate customer use cases into measurable mission outcomes and value realization
• Identify gaps in adoption, workflow integration, and overall impact
• Customer Health & Retention
• Define and track customer health metrics including usage, engagement, and renewal risk
• Lead structured customer cadences such as QBRs and mission reviews
• Proactively identify and mitigate churn risks while driving long-term retention
• Customer Onboarding & Enablement
• Support onboarding to ensure customers successfully adopt the platform
• Lead enablement efforts including training sessions, use case development, and ongoing education
• Ensure customers are equipped to integrate solutions into their day-to-day operations
• Expansion & Growth
• Identify expansion opportunities across new use cases, teams, and data sets
• Partner with Account Management to convert customer value into revenue growth
• Support upsell strategies by aligning solutions to evolving customer needs
• Technical Engagement & Sales Support
• Serve as a technical resource during pre-sales and expansion cycles
• Deliver demonstrations, technical walkthroughs, and solution guidance tailored to customer environments
• Support complex evaluations and validate use cases across stakeholders
• Internal Alignment & Execution
• Collaborate closely with Sales, Product, and Leadership to ensure alignment on customer needs and execution
• Maintain visibility into customer activity, health, and opportunities using tools such as Salesforce
• Support structured execution using frameworks like MEDDPICC and account planning

Requirements:

• Strong ability to translate technical concepts into clear, actionable insights for both technical and non-technical audiences
• Experience working with cybersecurity technologies, threat intelligence, or data platforms
• Ability to manage complex customer relationships across multiple stakeholders
• Strong communication, presentation, and problem-solving skills
• Comfort operating in both customer-facing and technical environments
• Ability to work independently while collaborating across cross-functional teams
• Hold an active Top Secret clearance (TS), with TS/SCI preferred
• 7+ years of experience in Customer Success, Sales Engineering, or Technical Account Management within cybersecurity, threat intelligence, or data analytics
• Comfortable operating across both post-sales and pre-sales environments
• Experience navigating complex, multi-stakeholder government environments
• Experience supporting U.S. Government customers, preferably within DoD, Intelligence, or Federal Civilian agencies
• Demonstrated ability to translate technical capabilities into mission or business outcomes
• Experience navigating complex enterprise or government sales cycles
• Bachelor's degree in a relevant field or equivalent experience