AI & Digital Customer Success Engineer

Halcyon

8h • Remote

About The Position

Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware. Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers. As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We are looking for an experienced AI & Digital Customer Success Engineer to join our Customer, Value and Trust (CVT) team. This role will be at the intersection of AI, digital engagement strategy, and post-sales customer success. You will design and execute AI-driven and digital-first programs that meaningfully improve customer engagement, accelerate product adoption across the post-sales journey. You are equal part technical and strategic: comfortable writing SQL, configuring CS platforms, designing automation workflows, and experimenting with AI tooling to drive smarter customer engagement.

Requirements

• 4+ years of experience in technical CS, CS Operations, or a related post-sales function at a SaaS, cybersecurity, or enterprise technology.
• Demonstrated experience designing and executing digital or tech-touch customer programs at scale.
• Solid SQL skills – you can independently write queries to pull an analyze customer data without relying on a data team for every request
• Strong analytical mindset – able to interpret data and translate insights into clear, actionable recommendations.
• Familiarity with AI and machine learning tools, APIs, or automation platforms
• Excellent communication and storytelling skills; able to translate technical program logic and data insights to non-technical audiences.
• Comfortable working cross functionally with CS, Product, Data and Marketing
• A customer-centric mindset with a relentless focus on driving measurable business value.

Responsibilities

• Design, build, and continuously iterate on AI-powered digital programs that drive measurable outcomes across the post sales customer journey, including onboarding adoption, and expansion.
• Write SQL queries to extract, analyze, and operationalize customer data, including usage trends, adoption signals and churn indicators.
• Develop and operationalize automated engagement sequences using AI and digital channels tailored to customer segment, behavior, and lifecycle stage.
• Build and maintain digital success programs (self-service, automation, in product guidance) in collaboration with Customer Marketing
• Leverage behavior data and customer signals to personalize digital touchpoints and deliver the right message to the right customer at the right time.
• Act as a cross-functional bridge translating customer needs into technical and programmatic solutions.
• Develop reusable playbooks and scalable solutions that can be adopted across teams

Benefits

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• Short and long-term disability coverage, basic life and AD&D insurance plans.
• Medical and dependent care FSA options.
• 401k plan with a generous employer contribution.
• Flexible PTO policy.
• Parental leave.
• Generous equity offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees