Senior Customer Success Engineer (Identity Security)

Cyera; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Cyera is seeking a Sr Customer Success Engineer to be the trusted technical voice for our customers and to bridge Cyera with their security-focused teams. You will guide onboarding, adoption, and long-term value, collaborating with Engineering, Product and Sales to tailor support to each customer’s identity and security needs.

You will work with top-tier security teams to protect machine identities, drive product adoption, and advocate for customer requirements across the organization.

Qualifications

• 5+ years in customer-facing roles (technical).
• Experience delivering Cyber/Identity solutions to enterprise customers.
• Strong collaboration across multiple teams (Engineering, Product, Sales).
• Ability to drive onboarding, renewal and expansion initiatives.

Responsibilities

• Lead onboarding for new customers and guide adoption with internal teams.
• Resolve technical challenges and provide strategic direction tailored to customer identity and security needs.
• Partner with Engineering, Product and Sales to ensure executive engagement and long-term value.
• Drive renewals and identify upsell/cross-sell opportunities within a portfolio.
• Educate customers on products, influence product roadmap with customer feedback, and support QBRs.

Skills

Customer success

Technical communication

Cross-functional collaboration

Problem solving

Relationship management

Executive engagement

Job description

• We’re looking for a Sr Customer Success Engineer to be the trusted technical voice for our customers
• This isn’t just about support - it’s about partnership
• You’ll be the bridge between us and our customers’ technical teams, helping them implement, adopt, and get long-term value from our platform
• You’ll collaborate closely with Engineering, Product, and Sales to guide onboarding, resolve technical challenges, and provide strategic direction tailored to each customer’s identity and security needs
• You’ll work with some of the world’s most forward-thinking security teams - helping them protect their machine identities and scale securely
• This is a high-impact, customer-facing role where you’ll drive product adoption, ensure long-term success, and play a key role in making Cyera’s identity solution the go-to platform for NHI security
• 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

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