Customer Success Engineer

Join our team as a Customer Success Engineer (CSE) and be the technical heart of the customer relationship. You will own the technical adoption and integration of our platform, working closely with Customer Success Managers (CSMs) across a shared portfolio of large enterprise accounts. Your role will involve building trusted relationships with key technical stakeholders, translating technical details into business value, and managing a complex set of technical requirements across multiple customers. You will also play a key role in our move into AI-driven penetration testing.

• Establish and maintain trusted relationships with key technical stakeholders, security leaders, and platform owners across a portfolio of enterprise accounts.
• Own the technical adoption and integration of the platform, acting as a trusted advisor to customers and ensuring they see measurable value.
• Lead the technical work-stream during onboarding and throughout the customer lifecycle, partnering with Customer Success Managers to drive upsell and cross-sell opportunities.

• Strong collaboration across internal teams, with a track record of working as a true pair with account owners rather than in parallel to them
• Comfort operating in an emerging category: you can be authoritative about a capability that is still evolving, hold the line on what it does and does not do today, and stay credible while the answers change
• 5+ years in customer-facing technical roles, ideally in a SaaS delivered model, with clear evidence of owning relationships rather than only responding to tickets and requests
• Strong working knowledge of attacker behavior, exploits, vulnerabilities and operating system structures, and how these translate into real-world exposure and risk
• A working understanding of penetration testing: how an engagement is scoped, how findings are reported and validated, and how a security team consumes and acts on them. This is not a testing role, so we are not looking for a practitioner, but you do need to be credible in the room with the people who commission and run this work
• The seniority to lead without authority: steering a customer's internal stakeholders, influencing our own Product and Engineering teams, and mentoring colleagues around you
• Ability to solve problems with resourcefulness and independence
• Credibility and composure under pressure in escalations and difficult conversations, with the judgement to know when to bring others in
• Excellent communication skills, written and oral, in English
• Real curiosity about customers and a consultative instinct: you ask good questions, listen properly, and are comfortable challenging a customer when it serves them
• Experience and confidence presenting to partners and major customers, including senior stakeholders
• Commercial awareness, including an understanding of how adoption, value realization and relationship strength drive renewal and growth
• Demonstrable relationship-building skill at both practitioner and executive level within large, complex enterprise organizations
• Ability to manage multiple complex projects, priorities and deadlines
• Solid knowledge and hands-on experience of cybersecurity, intelligence or network security tools and products, including but not limited to SIEM systems, firewalls, IPSes, DNS, WAFs and cloud infrastructure
• Experience supporting multiple complex enterprise customer accounts simultaneously
• Experience of the buying or managing side of penetration testing: running an in-house program, commissioning third-party testers, or owning the remediation and assurance cycle that follows a test
• Experience working alongside testers or offensive security teams, or supporting customers through compliance-driven testing requirements such as PCI DSS, DORA or similar
• A track record of taking customers through a change in how they work, not only a change in tooling
• Familiarity with AI or agent-driven security tooling and the questions customers ask about it: evidence, safety, scope control and trust
• Experience in an account-facing or account management capacity, or a technical role carrying direct renewal and retention responsibility
• Experience working with early-stage SaaS startups, or of taking a new product into market
• Experience of external communications, including speaking engagements at security trade shows, written security blogs and similar
• Exposure to external attack surface management or vulnerability management programs