Customer Success Engineer

Panorays•Miami, FL

About The Position

Panorays is a company dedicated to reducing supply chain cyber risk and helping companies do business securely. The Customer Success Engineer is the primary technical owner for a portfolio of enterprise accounts, serving as a hands-on technical advisor to security and risk teams. The role drives customer onboarding, deployment, long-term adoption, and regular health reviews, while collaborating with Account Management, Support, Sales Engineering, Product Management, R&D, and Security Research. The engineer owns onboarding from the Sales handoff through customer-approved deployment close-out; designs and documents how Panorays fits each customer’s third-party risk program; advises on program maturity, operating models, controls, and integrations; and leads technical implementations involving APIs and enterprise systems. In partnership with Account Managers, the role develops measurable customer success plans, drives adoption and license utilization, reviews configurations, resolves technical escalations, and identifies expansion opportunities and renewal risks. The engineer also develops customer and team enablement materials and maintains customer records and internal playbooks.

Requirements

At least 5 years of experience in technical customer-facing roles for B2B SaaS, preferably in cybersecurity or risk management, including at least 3 years as a Customer Success Engineer, Solutions or Technical Account Manager, Implementation Consultant, or Sales Engineer.
Bachelor’s degree in Computer Science, Information Security, or a related discipline, or relevant professional experience.
Track record of taking complex enterprise customers from signed contract to production, including multi-system integrations.
Hands-on REST API experience using tools such as cURL or Postman, including API keys, OAuth 2.0 or bearer-token authentication, JSON payloads, and webhooks.
Experience integrating SaaS platforms with enterprise systems such as GRC platforms (e.g., ServiceNow or Archer), SSO (SAML or OIDC), and data platforms.
Experience managing enterprise deployments as projects, including plans, status reporting, risks and issues, stakeholders, and close-out.
Experience building executive-level relationships with CISOs and risk leaders and owning technical relationships across a portfolio of enterprise accounts.
Experience using health and usage data to influence adoption and retention across a portfolio.
Strong verbal and written English communication skills, including setting expectations, presenting to executives, and working in detail with engineers.
Ability to manage several customer projects simultaneously and build processes, templates, and playbooks where none exist.
Willingness to work U.S. or EMEA business hours and travel 50%.

Nice To Haves

Experience in third-party risk management (TPRM), GRC, or vendor risk assessment.
Strong technical understanding of web security and networking, including DNS, SSL/TLS, HTTP/S, common web vulnerabilities, and attack surface.
Working knowledge of security and regulatory frameworks such as NIST CSF, ISO 27001, SOC 2, DORA, and NIS2, and how they shape third-party risk programs.
Experience mentoring or leading Technical Account Managers or other customer-facing engineers.
Hands-on scripting experience in Python, Bash, or PowerShell.
Project management certification such as PMP or PRINCE2.
Security certifications such as CISSP, CCSP, or CompTIA Security+, or cloud certifications for AWS, Azure, or Google Cloud.

Responsibilities

Own end-to-end onboarding for new customers, including welcome, kickoff, signed-off success criteria, and agreed deployment scope.
Manage deployments as projects, including project plans, weekly status updates and working sessions, risk and issue logs, and customer-approved close-out.
Design and document how Panorays fits into each customer’s third-party risk program, including data flows, ownership, supplier lifecycle workflows, and integration sequence.
Advise customers on third-party risk program maturity, operating models, controls, and integrations.
Lead technical implementation of APIs and integrations with customer systems, including GRC, procurement, ticketing, SSO, and data platforms; build and test API calls before customer use.
Develop measurable customer success plans with Account Managers and manage adoption across teams and business units.
Run adoption cadences with Account Managers, provide administrator and end-user training, and drive license utilization toward targets.
Regularly review customer configurations, including supplier tiering, questionnaires, monitoring, and workflows, and recommend improvements and adoption of new capabilities.
Serve as the primary technical contact for assigned accounts; resolve complex technical escalations, document defects, capture feature requests and adoption blockers, and work with R&D and Product Management on fixes and workarounds.
Build trusted relationships with CISOs, risk leaders, architects, and engineers, serving as the customer’s technical expert on Panorays in their environment.
Identify technical expansion signals and document technical renewal risks, communicating both to the Account Manager.
Create best-practice guides, architecture patterns, and enablement content for customers and the Customer Success team.
Keep Planhat current and contribute to team playbooks, runbooks, and knowledge base.