Senior Customer Success Engineer

Delinea • Redwood City, CA

22h

About The Position

The Senior Customer Success Engineer (CSE) is a key technical partner embedded within regional Customer Success teams. Working closely with Customer Success Managers (CSMs) and the broader account team (Sales, Solutions Architects, etc.), the CSE helps customers accelerate time-to-value, maximize adoption, and unlock the full potential of their investment in our solutions. This is a pooled, non-billable role focused on strategic technical enablement and proactive value realization, without replacing Professional Services or Support functions. CSEs are aligned to specific regions to foster stronger partnerships with CSMs and account teams. While they may engage directly with customers as needed, the CSM remains the primary relationship owner.

Requirements

• 8+ years of experience in customer-facing technical roles (e.g., Solutions Engineering, Technical Account Management, Customer Success Engineering, or Professional Services).
• Bachelor’s degree in a STEM field or equivalent professional experience.
• Strong technical aptitude with proven ability to explain complex concepts clearly to both technical and non-technical audiences.
• Excellent collaboration and communication skills, with a track record of building trusted partnerships across Sales, CS, and Product teams.
• Demonstrated ability to prioritize in a fast-paced environment, manage multiple initiatives, and drive outcomes proactively.

Nice To Haves

• Hands-on experience in cybersecurity, particularly in identity and access management (IAM), privileged access management (PAM), or related domains.

Responsibilities

• Partner proactively with regional CSMs and account teams to drive customer value, including identifying opportunities to deepen adoption, recommending best practices, and demonstrating advanced features and integrations across the full product portfolio.
• Provide expert technical guidance on strategic initiatives, such as architecture reviews, integration planning, roadmap alignment, and enabling customers to achieve key business outcomes.
• Collaborate on customer success plans, executive business reviews, and health checks to highlight technical wins, mitigate risks, and surface expansion opportunities.
• Assist in unblocking "stuck" support cases, product bugs, or enhancement requests by serving as a liaison to internal teams (Engineering, Product Management, Support) to expedite resolution and ensure clear communication back to the customer.
• Engage directly in customer conversations when technical depth is required (e.g., deep-dive workshops, troubleshooting sessions), always in coordination with the CSM.
• Prioritize work within your assigned region while maintaining flexibility to support high-priority escalations across regions as needed.
• Actively coach and mentor CSMs through knowledge transfer, enabling them to handle increasingly complex technical discussions independently and reducing future escalations.
• Document key interactions, solutions, playbooks, and customer-proof best practices to enrich internal knowledge resources and elevate overall team technical competency.
• Collaborate closely with CSM leadership and the Technical Success team to align on priorities, share regional insights, and continuously improve processes.

Benefits

• We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees