Senior Customer Success Engineer
Climb Channel Solutions NA
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Job Level
Tech Stack
About the role
- Partner proactively with regional CSMs and account teams to drive customer value, including identifying opportunities to deepen adoption, recommending best practices, and demonstrating advanced features and integrations across the full product portfolio.
- Provide expert technical guidance on strategic initiatives, such as architecture reviews, integration planning, roadmap alignment, and enabling customers to achieve key business outcomes.
- Collaborate on customer success plans, executive business reviews, and health checks to highlight technical wins, mitigate risks, and surface expansion opportunities.
- Assist in unblocking "stuck" support cases, product bugs, or enhancement requests by serving as a liaison to internal teams (Engineering, Product Management, Support) to expedite resolution and ensure clear communication back to the customer.
- Engage directly in customer conversations when technical depth is required (e.g., deep-dive workshops, troubleshooting sessions), always in coordination with the CSM.
- Prioritize work within your assigned region while maintaining flexibility to support high-priority escalations across regions as needed.
- Actively coach and mentor CSMs through knowledge transfer, enabling them to handle increasingly complex technical discussions independently and reducing future escalations.
- Document key interactions, solutions, playbooks, and customer-proof best practices to enrich internal knowledge resources and elevate overall team technical competency.
- Collaborate closely with CSM leadership and the Technical Success team to align on priorities, share regional insights, and continuously improve processes.
Requirements
- 8+ years of experience in customer-facing technical roles (e.g., Solutions Engineering, Technical Account Management, Customer Success Engineering, or Professional Services).
- Bachelor’s degree in a STEM field or equivalent professional experience.
- Strong technical aptitude with proven ability to explain complex concepts clearly to both technical and non-technical audiences.
- Preferred: Hands-on experience in cybersecurity, particularly in identity and access management (IAM), privileged access management (PAM), or related domains.
- Excellent collaboration and communication skills, with a track record of building trusted partnerships across Sales, CS, and Product teams.
- Demonstrated ability to prioritize in a fast-paced environment, manage multiple initiatives, and drive outcomes proactively.
Benefits
- Healthcare insurance
- Pension/retirement matching
- Comprehensive life insurance
- Employee assistance program
- Time off plans
- Paid company holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success engineeringsolutions engineeringtechnical account managementcybersecurityidentity and access managementprivileged access managementarchitecture reviewsintegration planningroadmap alignmenttroubleshooting
Soft skills
collaborationcommunicationcoachingmentoringprioritizationproblem-solvingrelationship buildingflexibilitytechnical aptitudeknowledge transfer