Head of Customer Success Engineering

1 week ago

Austin, Texas, United States Sevco Security Full time
Sevco Security: A Leader in Security Asset Intelligence

At Sevco Security, we're revolutionizing the way enterprises approach security asset intelligence. Our cloud-native platform aggregates and correlates multiple sources of information to deliver a real-time unified asset inventory, while generating telemetry to capture changes over time for Security and IT teams.

Job Overview

We're seeking an experienced Head of Customer Success Engineering to join our dynamic team. This role involves establishing the foundation for customer success engineering, starting hands-on and progressing to lead and expand the team. You'll primarily focus on guiding customers through their entire product journey, from onboarding to optimizing Sevco utilization and resolving product issues.

Key Responsibilities
  • Ensure customers realize their desired outcomes, overcoming technical, organizational, political, or other hurdles within Sevco or our customers.
  • Ensure the customer's broader organization recognizes the value delivered of those outcomes, through various means.
  • Own customer relationships, connecting with key business executives, security, and IT stakeholders to understand their strategic business needs.
  • Devise and implement solutions to enhance product usage and drive user engagement.
  • Collaborate with customers for software deployment, management, and audit best practice use, ensuring rapid Time-To-Value.
  • Troubleshoot and resolve complex situations in collaboration with Engineering and other internal teams.
  • Act as the customer advocate in product roadmap discussions with Product Management.
  • Identify and assess renewal risks, developing and executing remediation plans in collaboration with internal teams.
  • Track, measure, and report on key metrics such as customer satisfaction, health score, and adoption rates.
Requirements
  • Strong technical background and a track record of effectively engaging with customers on both technical and non-technical fronts.
  • Solid business acumen and a genuine passion for ensuring an outstanding customer experience.
  • Extensive experience as a hands-on CSM or TAM.
  • Good understanding of current security technologies and risks.

We're passionate about empowering our team members to make strategic decisions and execute tactically. If you want to join a team where you can have an outsized impact, Sevco is for you.

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