Job details
About this role
Role overview
A senior-level Customer Success Engineering position focused on guiding enterprise and commercial strategic accounts through activation, adoption, optimization, expansion, and renewal. The role blends deep technical advisory with business acumen, partnering closely with sales and customer success leadership across the LATAM region to help customers improve resilience posture and realize measurable business outcomes.
Responsibilities
- Own the technical relationship for a portfolio of high-value named accounts, acting as the trusted technical advisor across the full customer lifecycle. - Build and evolve tailored Customer Success Plans that map technical adoption to each customer's business objectives, priorities, and success criteria. - Lead health assessments, architecture reviews, protection strategy evaluations, and solution adoption planning across the data resilience portfolio. - Drive recovery simulations, resilience reviews, and best-practice sessions to strengthen customer confidence and preparedness. - Monitor adoption and health signals to surface risks early, build mitigation plans, and protect retention outcomes. - Partner with account executives and customer success leaders to identify expansion opportunities tied to demonstrated customer value. - Prepare executive-ready business reviews, resilience reports, and stakeholder updates for audiences including Director, VP, CISO, and CIO levels. - Coordinate across internal teams to remove blockers and deliver a consistent, high-touch experience, typically for accounts exceeding $200K in annual recurring revenue.
Requirements
- 5+ years in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, or Consulting. - Advanced knowledge of data resilience technologies, including backup, recovery, cyber resilience, and cloud data protection. - Cloud platform certification such as AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator Associate, or Azure Solutions Architect Expert (or equivalent). - Security-focused certification such as CISSP, CCSP, CompTIA Security+, or equivalent. - Infrastructure or enterprise platform certification such as VCP, RHCE, Microsoft Windows Server, CCNA, or equivalent. - Experience with enterprise-scale environments, ransomware recovery planning, disaster recovery programs, or information security frameworks. - Strong executive communication skills and a consultative mindset, with the ability to manage multiple strategic relationships in parallel. - VMCE certification required or to be obtained within an agreed timeframe after hire.
Nice to have
- Background advising senior technical and business stakeholders on resilience, cloud modernization, or infrastructure transformation initiatives. - Demonstrated ability to adapt engagement strategies to varying customer priorities, environments, and challenges.
Benefits and work setup
- Two weeks of paid vacation, 12 statutory holidays, plus four global self-care days. - Paid parental leave with differentiated tiers for fathers, birthing parents, and adoptive parents. - Medical, dental, and vision coverage funded for employees and dependents. - Mental health support and virtual care through an Employee Assistance Program. - Retirement and statutory social security contributions. - Life insurance at a multiple of monthly salary, plus disability and funeral coverage. - Daily cafeteria subsidy. - Learning support through on-demand libraries, mentoring, workshops, and learning events.