Customer Success Engineering Director

Summary

Join Endor Labs as the Customer Success Engineering Director and lead the post-sales strategy, encompassing services, support, and renewals. You will own the customer journey, from implementation to long-term retention. This hands-on technical leadership role requires expertise in developer environments, AI-driven automation, and building scalable services programs. You'll develop technical playbooks, partner with sales and product teams, and drive automation in customer success processes. The ideal candidate possesses strong technical knowledge, experience scaling customer success teams, and a passion for AI-driven solutions. Endor Labs offers a competitive salary, comprehensive benefits, flexible PTO, and a remote-first work environment.

Requirements

• 7+ years of experience in customer success, technical account management, or professional services in developer-focused SaaS or security software
• Strong technical knowledge of developer workflows, CI/CD pipelines, and security tools
• Experience building and scaling customer success & support teams, ideally at a high-growth startup
• Expertise in professional services models, support frameworks, and implementation playbooks
• Passion for AI-driven automation and how it can streamline customer engagement
• Experience in post-sales ownership of renewals and upsells, partnering with sales teams
• Strong leadership and executive communication skills

Responsibilities

• Own customer adoption, retention, and expansion—with a direct impact on renewals
• Develop technical success playbooks to help customers maximize Endor Labs’ capabilities
• Partner with Sales and Product to ensure customers see ongoing value and expand their usage
• Track customer health metrics and proactively address risks before they escalate
• Build and scale our professional services offerings, including implementation and enablement programs
• Develop structured onboarding frameworks and playbooks to reduce time-to-value
• Drive automation in customer success processes, leveraging AI-driven solutions for efficiency
• Establish best practices for developer security adoption, including integrations, workflows, and scaling strategies
• Own and evolve our customer support model, ensuring high responsiveness and effectiveness
• Define self-service and automation strategies to optimize support efficiency
• Establish escalation processes and collaborate with engineering to improve product reliability
• Act as a voice of the customer in product discussions, influencing roadmap priorities
• Partner with product and engineering to develop AI-driven solutions for support and success
• Help define new engagement models that align with product-led growth and self-service adoption

Benefits

• Competitive salary and comprehensive benefits package including Health, Dental, Vision and Mental Health plans
• 401(k) plan to support your longterm financial goals
• Flexible PTO to maintain a healthy work-life balance (we want you here for the long-haul!)
• Opportunities for co-working and team meetups to foster collaboration
• A dog-friendly office environment for those who love to bring their fur babies along
• Endor Labs is a remote-first company, with team members distributed across various time zones. We believe in the flexibility of working remotely while also creating opportunities for in-person collaboration and learning when necessary