Senior Customer Success Engineer

Summary

Join ReversingLabs as a Senior Customer Success Engineer (CSE) and become the technical owner and trusted advisor for our most strategic customers. You will be deeply involved in customer environments, leading deployments, managing system health, and driving the adoption of ReversingLabs solutions. Collaborate with Solution Architects and Account Executives to align technical outcomes with customer security goals, playing a key role in expansion and renewal. Serve as a liaison between customers and ReversingLabs Product and Engineering teams, providing technical feedback and influencing the product roadmap. This role requires strong technical expertise, excellent communication skills, and a proven track record of success in customer-facing roles. You will be responsible for ensuring customer satisfaction and maximizing the value of ReversingLabs solutions.

Requirements

• Proven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domains
• 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 cross-functionally across Customer Success, Product, Support, and Sales teams
• Excellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both 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
• 6–8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accounts

Responsibilities

• Serve as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimization
• Drive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirements
• Conduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidance
• Monitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturity
• Partner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goals
• Lead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk posture
• Triage and resolve complex technical escalations, working cross-functionally with Support and Engineering as needed
• Provide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requests
• Support expansion planning by validating technical readiness and providing architectural guidance for new use cases or modules
• Maintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifacts
• Participate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibility
• Other duties as assigned

Benefits

• Competitive compensation packages (base, bonus, and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Access to Udemy Business for professional development and continuous learning across a wide range of courses
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment