Customer Success Engineer

Panorays provides a third-party cybersecurity solution focused on reducing supply chain cyber risk. The Customer Success Engineer owns the technical relationship for enterprise accounts, leading onboarding, deployment, integrations, adoption, and customer health in collaboration with internal teams.

Responsibilities:

• Take the handoff from Sales on every new customer in your portfolio, and own onboarding end to end: welcome, kickoff, success criteria signed off, and deployment scope agreed
• Run deployment as a project: project plan, weekly status, weekly working sessions, a risk and issue log, and a formal close-out signed off by the customer
• Design how Panorays fits the customer’s third-party risk program, and document it in the customer’s architecture and operating blueprint: data flows, ownership, workflows across the supplier lifecycle, and the integration sequence
• Advise customers on the maturity of their third-party risk program, and on the operating model, controls, and integrations that move it to the next level
• Lead the technical implementation of APIs and integrations with the customer’s systems, such as GRC, procurement and ticketing platforms, SSO and data platforms; build and test the calls yourself before they reach the customer
• Build each customer’s success plan with the Account Manager, with measurable goals tied to their security, risk, and compliance objectives, and project-manage adoption across the teams and business units that use Panorays
• Run the adoption cadence with the Account Manager, including admin and end-user training, and drive licence utilization to target
• Review each customer’s Panorays configuration on a regular cadence, including supplier tiering, questionnaires, monitoring and workflows, and recommend changes that strengthen their program and adopt new capabilities as they ship
• Serve as the primary technical contact for your accounts by resolving complex technical escalations, documenting defects, capturing feature requests and adoption blockers, and collaborating with R&D and Product Management to prioritize fixes and workarounds
• Build trusted relationships with CISOs, risk leaders, architects, and engineers, and be the customer’s recognized expert on how Panorays fits their environment
• Spot technical expansion signals, such as new use cases, modules, and integrations, and document technical renewal risks; bring both to the Account Manager
• Create best-practice guides, architecture patterns, and enablement content for customers and for the CS team; keep Planhat current and contribute to the playbooks, runbooks, and knowledge base the team works from

Requirements:

• The ideal Customer Success Engineer is an experienced, hands-on technical advisor who understands how security and risk teams build and run a third-party risk program
• You have taken complex enterprise customers from signed contract to production, you bring depth in APIs, integrations, and security, and you have the credibility to act as the trusted technical partner to a CISO's team
• 5+ years of experience in technical customer-facing roles for B2B SaaS, preferably cybersecurity or risk management, with at least 3 years as a Customer Success Engineer, Solutions or Technical Account Manager, Implementation Consultant, or Sales Engineer
• BA/BS in Computer Science, Information Security, or a related discipline, or relevant professional experience
• Track record of taking complex enterprise customers from signed contract to production, including multi-system integrations
• Hands-on experience with RESTful APIs using appropriate tools (cURL, Postman, or similar), including authentication (API keys, OAuth 2.0 / bearer tokens), JSON payloads, and webhooks - a must
• Experience integrating SaaS platforms with enterprise systems such as GRC (ServiceNow, Archer), SSO (SAML, OIDC), and data platforms
• Experience running enterprise deployments as projects: plans, status reporting, risks and issues, stakeholders, and close-out
• Experience building executive-level relationships with CISOs and risk leaders, and owning the technical relationship across a portfolio of enterprise accounts
• Experience using health and usage data to influence adoption and retention across a portfolio
• High level of verbal and written communication skills in English, with the ability to set expectations, present to executives, and work in detail with engineers - a must
• Ability to run several customer projects at once, and to build processes, templates, and playbooks where none exist yet
• Experience in third-party risk management (TPRM), GRC, or vendor risk assessment
• Strong technical understanding of web security and networking: DNS, SSL/TLS, HTTP/S, common web vulnerabilities, and attack surface
• Working knowledge of security and regulatory frameworks such as NIST CSF, ISO 27001, SOC 2, DORA, and NIS2, and how they shape a customer's third-party risk program
• Experience mentoring or leading Technical Account Managers or other customer-facing engineers
• Hands-on scripting experience (Python, Bash, or PowerShell)
• Project management certification such as PMP or PRINCE2
• Security certifications such as CISSP, CCSP, or CompTIA Security+; cloud certifications (AWS, Azure, Google Cloud)