[Remote] Senior Customer Success Engineer

Note: The job is a remote job and is open to candidates in USA. ReversingLabs is a company focused on software supply chain security and threat intelligence solutions, aiming to enhance cybersecurity maturity globally. The Senior Customer Success Engineer will act as a technical owner for strategic customers, leading deployments and managing system health to maximize the security value of ReversingLabs solutions.ResponsibilitiesServe as the primary technical point of contact for assigned strategic accounts, leading all phases of the customer lifecycle from deployment to optimizationDrive onboarding and deployment efforts, ensuring technical go-live within defined SLAs and tailoring configurations to meet customer-specific requirementsConduct regular technical reviews to assess system health, validate integrations, and provide proactive remediation guidanceMonitor product usage, identify adoption gaps, and lead enablement sessions to increase the use of licensed features and expand technical maturityPartner with Customer Success Managers, Account Executives, and Solution Architects to align technical outcomes with strategic business goalsLead or participate in QBRs and technical deep dives, providing data-backed insights on system performance, adoption metrics, and risk postureTriage and resolve complex technical escalations, working cross-functionally with Support and Engineering as neededProvide structured feedback to Product teams based on recurring customer needs, deployment challenges, and enhancement requestsSupport expansion planning by validating technical readiness and providing architectural guidance for new use cases or modulesMaintain customer-specific technical documentation, including runbooks, architecture diagrams, and deployment artifactsParticipate in monthly syncs, health check cadences, and cross-functional reviews to ensure consistent engagement and visibilityOther duties as assignedSkillsProven experience supporting enterprise customers in a technical advisory or TAM role, ideally within cybersecurity, application security, or software supply chain security domainsHands-on experience with application security tools, or threat detection platforms, including deployment, troubleshooting, and architecture guidanceStrong ability to build technical trust and influence cross-functionally across Customer Success, Product, Support, and Sales teamsExcellent communication and stakeholder management skills, including the ability to explain complex technical concepts to both practitioners and executivesDemonstrated success in proactively identifying risks, driving adoption, and improving platform stability through structured technical engagementExperience leading technical QBRs, producing architecture diagrams, and maintaining customer-specific documentationStrong analytical and problem-solving skills with a data-driven mindsetBachelor's degree in a technical or related field6-8 years of relevant experience in a customer-facing, technically hands-on role supporting large enterprise accountsBenefitsPerformance-based bonus or commission (role-dependent)A comprehensive Total Rewards package and equity so you share in the success you help build401(k) with both Traditional and Roth options to support your long-term financial goalsFlexible Spending Accounts (Health Care & Dependent Care) to help maximize tax savingsExceptional medical coverage, ReversingLabs covers nearly 90% of premiums across all coverage levels, significantly reducing out of pocket costsHealth Reimbursement Arrangement (HRA){{{{:}}}} we reimburse your medical deductible, providing an extra layer of financial protection and peace of mind100 % Employer-paid dental, vision, disability, and life insuranceVoluntary benefits including life insurance, Hospital Indemnity, and Accident coverage for added flexibility and protectionPet insurance, because family comes in many forms 🐾Complimentary Calm app membership to support mindfulness, focus, and better sleepFlexible PTO, take the time you need to recharge and take care of what matters mostQuarterly Wellness Weekends, company-wide 3-day breaks built into the year to truly rest and rebootRemote work stipend to help offset internet and cell phone expensesVolunteer Time Allowance, 8 paid hours annually to support a 501(c)(3) organization you care aboutContinuous learning and development with full access to Udemy BusinessClear paths for advancement, internal mobility, and ongoing career developmentA collaborative, innovative, and remote-first environment where your work has real impactReversingLabs is proud to be recognized as a Best Workplace by Inc. (2025) and a Best Place to Work by Built In (2025 & 2026) across multiple categories. Reflecting our commitment to building a workplace where people feel valued, supported, and empowered to growCompany OverviewReversingLabs is the Trusted Name in File and Software Security It was founded in 2009, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 201-500 employees. Its website is http://www.reversinglabs.com/.