THE ROLE:
Eclypsium, a leader in the supply chain security market, is actively seeking a highly talented Senior Customer Success Engineer to own the technical and strategic relationship for our most complex, highest-value accounts, spanning commercial enterprise and federal customers alike. This is a senior individual contributor role, not a people management role: you carry a portfolio, get hands-on with the product, and are equally comfortable working alongside a customer's technical team or briefing their executive stakeholders.
You will own the account relationship end to end, from deployment through renewal and expansion, while also mentoring more junior Customer Success Engineers and helping improve our support and onboarding processes as the team scales.
Your responsibilities will include:
• Own the end-to-end relationship, from deployment through renewal and expansion, for a portfolio of our most complex and strategic accounts.
• Lead technical implementation, integration, and issue resolution efforts, getting hands-on with the product alongside customer teams.
• Run regular business reviews with customer stakeholders, translating technical outcomes into the business value customers can point to.
• Own incident response and escalation for the most critical, business-impacting issues, coordinating internal teams and keeping customers informed through resolution.
• Identify early signs of account risk and drive recovery plans with urgency, partnering with Sales and leadership as needed.
• Partner with Account Executives to identify expansion opportunities and support renewal, reference, and case study efforts.
• Mentor Customer Success Engineers, sharing technical expertise and account-ownership best practices.
• Contribute to the ongoing improvement of support and onboarding processes, tools, and documentation as the team scales.
REQUIREMENTS
• 3-5+ years in a technical customer-facing role, such as technical customer success, technical account management, solutions engineering, or senior support engineering, with a track record of independently owning complex accounts.
• Demonstrated ability to communicate credibly with both technical and executive stakeholders.
• Strong technical foundation: Linux/Windows administration, scripting (Python or Bash), networking, APIs, and experience operating in cloud environments (AWS, GCP, or Azure).
• Cybersecurity background strongly preferred.
• Experience mentoring or informally leading other technical or customer-facing team members.
• Willingness to travel occasionally for business reviews, escalations, or industry events.
NICE TO HAVE:
• Direct experience supporting U.S. federal or DoD customers, or other regulated industries.
• Familiarity with federal or compliance frameworks (RMF, CMMC, NIST SP 800-53, DISA STIGs).
• Experience with CRM or account-tracking systems (e.g., Salesforce).
