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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).
Linx Security New York, New York, USA Office
500 7th Ave, , NY , New York, New York, United States, 10018
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
