Customer Success Engineering Leader

We're looking for a Manager of Customer Success Engineering to lead and scale our technical Customer Success function as we build the category-defining modern IGA platform. This is a player/coach leadership role. You'll manage the team, set the operating model, and stay hands-on with strategic accounts and escalations. You'll own technical onboarding and adoption end-to-end and be accountable for renewal outcomes (risk management, executive value, commercial readiness) in partnership with CS, Sales, and leadership.

What you'll do:

1. Manage, coach, and develop a team of Customer Success Engineers.
2. Drive successful implementations in complex enterprise environments.
3. Establish repeatable onboarding playbooks, success criteria, deployment checklists, and "time-to-value" targets.
4. Build and run a customer health and risk program and own renewal readiness.
5. Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases.
6. Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment.
7. Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers.
8. Create a structured voice-of-customer pipeline and influence roadmap with a strong point of view on enterprise readiness.

What you'll bring:

• 8+ years in customer-facing technical roles (CSE/TAM/SA/SE/PS/Support Engineering) in B2B SaaS, ideally in cybersecurity and/or identity.
• 2+ years of people leadership experience managing technical roles (hiring, coaching, development).
• Strong technical depth across enterprise SaaS implementation patterns: APIs, troubleshooting, logs/telemetry, basic scripting/automation.
• Domain familiarity in identity security and governance and enterprise deployments.
• Proven ability to build repeatable processes and scale a post-sales technical function (playbooks, metrics, enablement, hiring).
• Comfort operating at multiple altitudes: deep technical dives with practitioners and outcomes/ROI conversations with executives.
• Demonstrated ownership mindset for renewals and retention: health signals, risk management, and value realization.
• Ability to thrive in a fast-paced, evolving early-stage environment.
• Strong understanding of IAM technologies (e.g., Okta, Ping, ForgeRock), protocols (e.g., SAML, OAuth, SCIM), and cloud platforms (SaaS, PaaS, IaaS).