DescriptionTHE OPPORTUNITYWe are searching for a highly skilled Customer Success Engineer to play a key role in optimizing our customers' utilization and return on investment in Cyera. This is a senior, combined technical and account management role. You will own a portfolio of Commercial accounts end to end, pairing deep platform and data security expertise with the commercial judgment to grow adoption, retention, and expansion across that book of business.
We expect the strongest candidates to bring experience from strategic customer management, Customer Success Engineering and Customer Success Management, Sales Engineering or Solutions Engineering, or Technical Account Management. In each of these paths, you will have carried a portfolio of accounts, served as the technical authority on a product, and been measured on the outcomes those customers achieved with it.
This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises. As part of this role, you can expect to travel between 25-35% annually, enabling you to engage directly with clients and enhance their overall experience.
RESPONSIBILITIES:As a Customer Success Engineer, you will play a crucial role in ensuring customer satisfaction and success by:
- Owning a defined portfolio of Commercial accounts, managing each relationship from onboarding through renewal and setting the engagement strategy across the book.
- Serving as the primary technical expert on the Cyera Platform, demonstrating in-depth knowledge and expertise.
- Establishing yourself as a trusted and strategic advisor to customers at all levels, from practitioners to executives.
- Driving customer adoption through effective onboarding, enablement, and training, and making self-paced learning resources part of each customer's ongoing education.
- Gaining a deep understanding of customers' requirements, challenges, and desired business outcomes, and then designing and delivering customized use cases that align with their goals using a consultative approach.
- Building and executing joint success plans that tie sustained platform adoption to measurable customer return on investment, and acting as the leader for ongoing engagement and expansion as customers pursue their business and technology objectives.
- Partnering with Sales and Renewals to protect and grow the portfolio by surfacing expansion opportunities, supporting renewal motions, and identifying risk early enough to act on it.
- Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly.
- Advocating for the customer's voice and feedback, actively influencing Cyera's roadmap and product development.
- Troubleshooting and resolving technical issues impacting customers, ensuring smooth operation and seamless experiences.
- Monitoring and reporting on the overall well-being of customers across your portfolio, tracking key health, adoption, and usage indicators.
- Documenting and sharing best practices both internally and externally to foster knowledge sharing and continuous improvement.
- Mentoring other team members, sharing your expertise and assisting in their professional development.
- Participating in the interview process to help identify and onboard talented individuals to the team.
- Conducting Quarterly Business Reviews with customers, evaluating progress, and identifying areas for further improvement and collaboration.
RequirementsREQUIRED QUALIFICATIONS:- 5+ years in a customer-facing technical role at a software company, such as Customer Success Engineering or Customer Success Management, Sales Engineering or Solutions Engineering, or Technical Account Management.
- Demonstrated track record of owning customer relationships across a portfolio or book of accounts, with accountability for onboarding, adoption, renewal, and expansion rather than a single account at a time.
- A commercial mindset, including comfort partnering with Sales on renewal and expansion conversations, identifying whitespace across the portfolio, and connecting technical outcomes to demonstrable business value.
- Associate's degree or equivalent experience required. Bachelor's degree in Computer Science or similar experience is a plus.
- Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail.
- A self-starter, with high energy, who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment.
- A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
- Prior experience collaborating with Development teams.
- Proficiency in SQL, scripting languages (e.g., Python or equivalent), and hands-on experience with cloud environments.
- 3+ years of hands-on experience with data and cloud technologies, including databases, cloud infrastructure, and basic administration (e.g., cloud networking, data and compute assets, IAM and permissions).
- Experience with programming or scripting languages and familiarity with APIs and web services.
- Demonstrated expertise in DLP (Data Loss Prevention), Data Privacy/Protection, DSPM/CSPM (Cloud Security Posture Management), SIEM (Security Information and Event Management), or vulnerability management, with hands-on experience preferred.
- A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty.
- Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships.
- A clear and concise verbal and written communicator, capable of conveying complex information effectively.
- Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise.
- Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. You will actively participate in projects aligned with your current skill set, seeking assistance primarily for more complex initiatives or issues.
COMPENSATION INFORMATION:Compensation Range: $140,000-$160,000.
The range represents total compensation, and may include company bonus, incentive for sales roles, equity or benefits, as applicable.
This compensation range represents Cyera's good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Cyera may ultimately pay more or less than the posted range. The final salary for this position will be determined in Cyera's sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee's work experience, skills, and qualifications for the role, as well as the needs of Cyera's business and other operational considerations.
Final compensation will vary based on seniority and relevance of experience, location, and position requirements.
This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.
BENEFITS - Why Cyera? - Ability to work remotely, with office setup reimbursement
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
