Senior Customer Success Engineer

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support
ReversingLabs

ReversingLabs

ReversingLabs offers cutting-edge Software Supply Chain Security solutions, empowering Dev and SOC teams to detect and mitigate sophisticated cyber threats with their Titanium Platform.

Internet Software & Services
251-1K
Founded 2009
$81M raised

Description

  • Serve as the primary technical point of contact for assigned strategic accounts across the full customer lifecycle.
  • Lead onboarding and deployment efforts, including technical go-live and customer-specific configuration.
  • Conduct regular technical reviews to assess system health, validate integrations, and recommend remediation actions.
  • Monitor product usage, identify adoption gaps, and lead enablement sessions to expand feature adoption.
  • Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with business goals.
  • Lead or contribute to QBRs and technical deep dives with performance, adoption, and risk insights.
  • Triage and resolve complex technical escalations in collaboration with Support and Engineering.
  • Provide structured customer feedback to Product and Engineering based on recurring needs and product gaps.
  • Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules.
  • Maintain customer-specific technical documentation such as runbooks, architecture diagrams, and deployment artifacts.

Requirements

  • 6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts.
  • Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally in cybersecurity, application security, or software supply chain security.
  • Hands-on experience with application security tools or threat detection platforms, including deployment, troubleshooting, and architecture guidance.
  • Strong ability to build technical trust and influence across Customer Success, Product, Support, and Sales teams.
  • Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to practitioners and executives.
  • Demonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagement.
  • Experience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentation.
  • Strong analytical and problem-solving skills with a data-driven mindset.
  • Bachelor's degree in a technical or related field.

Benefits

  • Base salary of $169,000–$179,000 plus performance-based bonus or commission, depending on the role.
  • Comprehensive total rewards package with equity.
  • 401(k) with Traditional and Roth options.
  • Flexible Spending Accounts for health care and dependent care.
  • Exceptional medical coverage with ReversingLabs covering nearly 90% of premiums.
  • Health Reimbursement Arrangement that helps reimburse medical deductibles.
  • 100% employer-paid dental, vision, disability, and life insurance.
  • Flexible PTO, quarterly Wellness Weekends, remote work stipend, and 8 paid volunteer hours annually.
  • Access to Udemy Business, internal mobility, and ongoing career development in a remote-first environment.

Interested in this position?

Apply directly on the company website

Apply Now

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