Customer Success Engineer

Panorays•Miami, FL

10h

About The Position

Panorays is dedicated to reducing supply chain cyber risk and provides a third-party cybersecurity solution that helps companies do business securely and scale as their risk landscape evolves. The Customer Success Engineer is the primary technical owner for a portfolio of Panorays enterprise accounts and serves as a hands-on technical advisor to customers’ security and risk teams. The role drives customer onboarding and deployment, long-term adoption strategies, and regular account health reviews. It collaborates with Account Management, Support, Sales Engineering, Product Management, R&D, and Security Research to support seamless integration and customer success. The engineer owns onboarding from the Sales handoff through customer-approved deployment close-out; designs and documents how Panorays fits into each customer’s third-party risk program; and leads technical implementations involving APIs and integrations. The role also develops measurable success plans, drives adoption and license utilization, reviews customer configurations, resolves technical escalations, maintains customer and team enablement materials, and identifies technical expansion opportunities and renewal risks.

Requirements

At least 5 years of experience in technical customer-facing B2B SaaS roles, preferably in cybersecurity or risk management.
At least 3 years as a Customer Success Engineer, Solutions or Technical Account Manager, Implementation Consultant, or Sales Engineer.
BA/BS 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 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 at once 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 with Python, Bash, or PowerShell.
Project management certification such as PMP or PRINCE2.
Security certifications such as CISSP, CCSP, or CompTIA Security+; cloud certifications for AWS, Azure, or Google Cloud.

Responsibilities

Take over new customers from Sales and own onboarding end to end, 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 formal close-out.
Design how Panorays fits into each customer’s third-party risk program and document architecture and operating blueprints covering data flows, ownership, supplier-lifecycle workflows, and integration sequence.
Advise customers on third-party risk program maturity, operating models, controls, and integrations that can advance their programs.
Lead technical implementation of APIs and integrations with customer GRC, procurement, ticketing, SSO, and data systems; build and test calls before customer delivery.
Build customer success plans with Account Managers, with measurable goals tied to security, risk, and compliance objectives, and project-manage adoption across teams and business units.
Run the adoption cadence with Account Managers, provide administrator and end-user training, and drive license utilization to target.
Review customer configurations regularly, including supplier tiering, questionnaires, monitoring, and workflows; recommend improvements and adoption of new capabilities.
Act as the primary technical contact for accounts, resolve complex 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, and serve as the customer’s expert on how Panorays fits their environment.
Identify technical expansion signals and document technical renewal risks, sharing both with the Account Manager.
Create customer and Customer Success best-practice guides, architecture patterns, and enablement content; keep Planhat current and contribute to team playbooks, runbooks, and knowledge bases.
Collaborate with Account Management, Support, Sales Engineering, Product Management, R&D, and Security Research.