Sr. Customer Success Engineer, EMEA

Role overview

A senior customer-facing role within an EMEA-based customer success team, dedicated to delivering white-glove service to strategic accounts of a cybersecurity SaaS platform. The position spans technical advisory during training and rollout, complex implementation, and ownership of high-impact support escalations across the customer lifecycle.

Responsibilities

- Own the technical success of a portfolio of strategic customers across onboarding, implementation, and adoption - Manage and resolve support requests ranging from simple to highly complex, acting as the primary escalation point for high-impact issues - Proactively identify risks to customer health and drive mitigation plans that reduce time to value - Lead complex implementations from technical discovery through production rollout - Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow - Translate customer business and security objectives into scalable technical solutions - Represent the customer perspective by surfacing trends and actionable feedback to product and engineering - Help define success metrics and feedback loops for new product launches - Mentor other customer success engineers and contribute to evolving runbooks, processes, and support standards

Requirements

- 4+ years in a technical, customer-facing role, ideally within a cybersecurity SaaS environment - Proven experience owning complex customer relationships and driving technical outcomes - Strong understanding of security tooling, cloud providers, and common network protocols including SSL/TLS - Advanced proficiency in Python and comfort working with REST APIs - Ability to influence without authority and collaborate effectively across teams - Excellent communication, organizational, and troubleshooting skills - Self-starter mindset with a resourceful, figure-it-out attitude and a strong customer focus

Nice to have

- Comfort operating with ambiguity in a fast-paced, high-growth environment

Benefits and work setup

- Annual base salary range around £93,000 - £107,000, plus bonus eligibility and equity - Benefits effective day one, including 401k match, health, vision, dental, and more - Fully remote position located in or around London, United Kingdom, with no expectation to come into an office