Malwarebytes

Customer Success Engineer

Malwarebytes

full-time

Posted on:

Location Type: Hybrid

Location: Tampa • Florida • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

Cyber Security

About the role

  • Customer Journey Ownership
  • Manage a portfolio of strategic accounts across onboarding, adoption, renewal, and expansion stages.
  • Lead onboarding, enablement, and expansion efforts, including new use cases and product modules (e.g., MDR/XDR).
  • Create and maintain Customer Success Plans with clear goals, milestones, and KPIs.
  • Strategic Engagement & Relationship Management
  • Build and nurture multithreaded relationships with technical teams and executive stakeholders.
  • Host Security Reviews, QBRs, and strategic check-ins focused on security posture, ROI, and roadmap alignment.
  • Act as the primary point of contact and trusted advisor throughout the customer lifecycle.
  • Business Alignment & Value Realization
  • Develop deep knowledge of each customer’s business model, challenges, and success criteria.
  • Align platform capabilities with business goals to maximize ROI and drive strategic outcomes.
  • Use usage data and business metrics to identify trends, anticipate needs, and propose optimizations.
  • Expansion & Commercial Impact
  • Identify upsell opportunities and value gaps through strategic conversations and platform insights.
  • Partner with Sales on renewals, expansions, and cross-selling initiatives.
  • Support expansion strategies with a customer-first approach.
  • Customer Advocacy & Voice of the Customer
  • Serve as the internal advocate for customers by channeling feedback to Product, Sales, and Marketing.
  • Contribute to documentation, playbooks, and knowledge bases to scale customer success efforts.
  • Cultivate customer advocates for testimonials, referrals, and case studies.

Requirements

  • 5+ years in Customer Success, Sales Engineering, or Technical Account Management, preferably in cybersecurity SaaS or enterprise IT.
  • A technical degree or equivalent work experience
  • Strong understanding of cybersecurity principles and technologies (EDR, MDR, XDR, SIEM, endpoint security).
  • Proven experience managing executive relationships and driving consultative, outcome-based engagement.
  • Excellent communication skills for both technical and non-technical audiences.
  • Strong commercial acumen, including experience with upsells, renewals, and expansion strategies.
  • Proficiency in CRM (Salesforce), customer success platforms (Gainsight), and ticketing systems (Zendesk, Jira).
  • Ability to manage multiple accounts and prioritize competing demands.
  • Nice to Have: Security certifications (e.g., CISSP, CompTIA Security+, SANS).
  • Familiarity with SOC operations or incident response workflows.
  • Experience working with MSPs or channel partners.
  • Background in high-growth startups or cybersecurity vendors.
Benefits
  • Comprehensive medical, dental, and vision insurance coverage
  • Employee Referral Bonus Program
  • Wellness programs
  • 401k and employer matching for (US Employees)
  • Comprehensive Time Off policy
  • An opportunity to do something great for yourself and the world!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successsales engineeringtechnical account managementcybersecurity principlesEDRMDRXDRSIEMendpoint securityupselling
Soft Skills
communication skillsrelationship managementconsultative engagementcommercial acumenprioritizationcustomer advocacystrategic thinkingproblem-solvingcollaborationadaptability
Certifications
CISSPCompTIA Security+SANS