Senior Customer Success Engineer
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Job Description
Senior Customer Success Engineer managing technical customer relationships for Eclypsium, a supply chain security leader. Owning deployments, escalations, renewals, and strategic account expansion.
Responsibilities:
- Own the end-to-end relationship for a portfolio of complex and strategic accounts, from deployment through renewal and expansion
- Lead technical implementation, integration, and issue resolution efforts alongside customer teams
- Run regular business reviews and translate technical outcomes into business value
- Own incident response and escalation for critical, business-impacting issues
- Coordinate internal teams and keep customers informed through issue resolution
- Identify account risk and drive recovery plans with Sales and leadership
- Partner with Account Executives on expansion opportunities, renewals, references, and case studies
- Mentor Customer Success Engineers
- Improve support and onboarding processes, tools, and documentation
Requirements:
- 3–5+ years in a technical customer-facing role, such as technical customer success, technical account management, solutions engineering, or senior support engineering
- Track record of independently owning complex accounts
- Ability to communicate credibly with both technical and executive stakeholders
- Linux/Windows administration
- Scripting with Python or Bash
- Networking and APIs
- Experience operating in cloud environments such as AWS, GCP, or Azure
- Cybersecurity background strongly preferred
- Experience mentoring or informally leading technical or customer-facing team members
- Willingness to travel occasionally for business reviews, escalations, or industry events
- Direct experience supporting U.S. federal or DoD customers, or other regulated industries, nice to have
- Familiarity with RMF, CMMC, NIST SP 800-53, or DISA STIGs, nice to have
- Experience with CRM or account-tracking systems such as Salesforce, nice to have
Benefits:
- Fully remote work arrangement
- Opportunity to mentor more junior Customer Success Engineers
- Opportunity to contribute to support and onboarding process improvements
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