Manage and develop a team of Customer Success Engineers, driving successful implementations and overseeing customer renewal outcomes. Establish onboarding playbooks, manage escalations, and influence product roadmap based on customer feedback.
Description
We’re looking for a VP 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:
- Manage, coach, and develop a team of Customer Success Engineers.
- Drive successful implementations in complex enterprise environments.
- Establish repeatable onboarding playbooks, success criteria, deployment checklists, and “time-to-value” targets.
- Build and run a customer health and risk program and own renewal readiness.
- Partner with Account teams to identify and execute expansion opportunities based on increased product depth and new use cases.
- Lead high-severity escalations end-to-end and ensure fast, high-quality resolution while maintaining customer trust and executive alignment.
- Influence roadmap with a strong point of view on enterprise readiness and representation of the voice of customers.
- 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).
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