Sr. Customer Success Engineer, Identity Security

Cyera is a company focused on helping enterprises adopt AI securely through data and identity security solutions. The Sr. Customer Success Engineer will serve as the trusted technical voice for customers, leading onboarding, resolving technical challenges, driving product adoption, and supporting long-term customer success. The role collaborates with Engineering, Product, and Sales to address customers' identity and security needs.

Responsibilities:

• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams
• Lead the technical onboarding process for new customers: Lead customers through the onboarding process, working closely with internal teams to ensure a smooth and positive experience
• Establish and maintain strong relationships with key stakeholders at each customer, serving as a strategic advisor and partnering with company leadership to ensure executive engagement
• Renew and grow business: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while supporting upselling and cross-selling
• Shape future development: Work closely with Product teams to educate customers on products, drive product adoption, and inform decisions on new products
• Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly
• Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey
• Manage the customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value
• Maintain a high level of customer satisfaction by collecting and structuring client feedback, track key health and usage indicators & working closely with internal teams to prioritize requests
• Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's

Requirements:

• 5+ years of proven experience in customer facing roles (Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, Customer Success Engineer)
• “Ninja mindset” - Strong problem-solving skills, with the ability to troubleshoot complex technical issues and drive resolution
• Extensive experience providing Cyber/Identity solutions to big enterprise customers
• Experience interfacing with technical end customers, for example: IT practitioners, Developers, DevOps, Identity & Security Teams
• Experience with increasing customer satisfaction, adoption rates, and retention
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to details
• Self-motivated, detail-oriented with strong communication and interpersonal skills
• Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion
• Excellent collaborator, with the ability to engage across multiple teams to drive an outcome
• Great ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
• Experience building and operating in an early stage company – highly preferred