Customer Success Engineer

Senior Customer Success Engineer

What you'll do

• Own a mid-to-enterprise account portfolio. Be accountable for each account's technical and commercial health, from onboarding and implementation through renewal.
• Deliver beyond standard scope. Independently manage complex integration and configuration requirements beyond standard implementation, within the scope agreed upon with the customer.
• Project Management - Own customer implementation projects from kickoff to go-live, managing timelines, stakeholders, and risks to drive on-time adoption
• Run complex discovery and solution design. Work with customers to understand their identity, access, and SaaS governance needs, and design how Zluri fits their environment.
• Own renewals, EBRs, upsells end-to-end, along with cross-sell qualification. Negotiate renewals directly and qualify expansion opportunities using account health, usage, and business signals.
• Manage the buying committee. Build strong relationships with multiple stakeholders across IT, security, and finance in Mid-Size and Enterprise accounts.
• Use judgment, not just the playbook. Adapt our playbooks to each account's context, decide when deviation is warranted, and handle ambiguity without hand-holding.
• Mentor L1 Customer Success Engineers. Coach newer CSEs on technical triage and configuration judgment, helping them reason through problems rather than handing them answers.

What you bring

Must have

• 5+ years in customer-facing technical roles such as Customer Success Engineer, Solutions Engineer, Implementation Consultant, or technical CSM at a B2B SaaS company.
• Hands-on experience delivering integrations and configurations beyond out-of-the-box setups, including APIs, SSO, and identity providers such as Okta, Microsoft Entra ID, or Google Workspace.
• A track record of owning renewals or qualifying expansion deals, with comfort negotiating directly with customers.
• Experience managing several stakeholders at once, from day-to-day admins to IT and security leaders.
• Strong technical and relationship skills. This role needs both at full strength.
• Clear written and verbal communication, and the judgment to know when to adapt a process and when to escalate.

Technical Skills

• Integration and provisioning: REST APIs, SCIM, webhooks, and connector-based integrations with SaaS and custom applications.
• Authentication and authorization: OAuth 2.0, OIDC, SAML-based SSO, service principals, and API credential management.
• Solution design, documentation, and implementation: Translating business, security, and compliance requirements into a documented solution design, covering integration architecture, data flows, and access policies, and then delivering it through a structured implementation plan with clear milestones, sign-offs, and handover runbooks.
• Access control models: RBAC and ABAC, least privilege, birthright versus requestable access, just-in-time elevation, and approval workflows.
• Troubleshooting: Diagnosing connector, authentication, provisioning, and data-mapping issues, and reproducing defects with clear technical detail for Product and Engineering.

Nice to have

• Background in IGA, IAM, or SaaS management (access reviews, provisioning and deprovisioning, SoD, license optimisation).
• Experience working with Enterprise customers in North America or EMEA.
• Experience mentoring or onboarding junior team members.
• Scripting skills (Python, JavaScript) or familiarity with REST APIs and webhooks.