Senior Customer Success Engineer

Britive is the leader in Cloud-Native Privileged Access Management (CPAM), delivering the industry’s first dynamic, agentless platform purpose-built to eliminate standing privileges and enforce Just-in-Time (JIT) ephemeral access across multi-cloud, SaaS, and hybrid environments. Our API-first platform unifies security policy enforcement across human, agentic AI, and non-human/machine identities—integrating natively with leading identity providers (Okta, Microsoft Entra ID, Ping Identity), cloud platforms (AWS, Azure, GCP), and DevOps pipelines (Terraform, Kubernetes, GitHub Actions). Trusted by Fortune 500 organizations, Britive enables Zero Standing Privileges (ZSP) by design, securing access without slowing down engineering teams.

You are a hands-on technical practitioner who is equally at home configuring an IAM policy and running a customer steering call. You have deployed enterprise software into real customer environments and know that a successful go-live is as much about stakeholder alignment and project discipline as it is about the technology. You think like an owner: you keep your projects on track without being asked, you spot the risk in a deployment before it becomes an escalation, and you build the kind of technical credibility that makes customers call you first.

You want the breadth of a role that spans implementation and long-term technical account ownership, and you thrive in a fast-paced, high-growth startup where you can shape how the function operates.

As a Senior Customer Success Engineer, you own the technical relationship with your accounts from kickoff through maturity. You lead the initial deployment of the Britive platform, then stay engaged as the customer’s trusted technical advisor—driving adoption, expanding use cases, and making sure Britive delivers measurable value. You work in lockstep with the Customer Success Managers on your accounts: they own the commercial relationship, you own the technical one.

Deployment & Implementation

• Own initial deployments end-to-end — lead technical onboarding for every new customer from kickoff through go-live, including environment discovery, architecture and design sessions, tenant configuration, integration, testing, and production cutover.
• Configure and validate integrations across cloud platforms (AWS, Azure, GCP), identity providers (Okta, Microsoft Entra ID, Ping Identity), and customer DevOps toolchains.
• Translate security requirements into working configuration — map a customer’s least-privilege, JIT, and Zero Standing Privileges objectives to Britive profiles, policies, and access workflows.
• Run the project like a project — build and maintain deployment plans, milestones, risks, and status in Monday.com so CSMs, Sales, and leadership always have an accurate view of where each engagement stands.
• Drive time-to-value — hold customers and internal teams accountable to the deployment timeline, escalating blockers early and proposing paths around them.

Ongoing Technical Account Ownership

• Serve as the named technical owner for an assigned book of accounts after go-live — the customer’s primary point of contact for architecture, roadmap, and technical health.
• Partner closely with the account CSM on joint account plans, adoption goals, renewal risk, and expansion opportunities; bring the technical narrative to QBRs and executive reviews.
• Drive adoption and use-case expansion — proactively identify unused capabilities, underutilized integrations, and new workloads where Britive can extend coverage, and brief your accounts on new platform capabilities relevant to their environment as they ship.
• Build the technical case for expansion — develop use cases around upsell opportunities and hand the commercial conversation to the account CSM.
• Own technical escalations for your accounts, coordinating with Support and Engineering through resolution and keeping the customer informed throughout.
• Monitor account technical health — configuration drift, upgrade readiness, integration failures, and usage patterns — and act on what you find before the customer has to raise it.

Enablement & Knowledge

• Deliver customer-facing training — admin enablement sessions, onboarding workshops, and best-practice reviews that make customer teams self-sufficient.
• Build and maintain enablement content — knowledge base articles, how-to videos, deployment runbooks, and product best-practice guides for both internal and customer audiences.
• Enable implementation partners and resellers — train partner technical teams on Britive deployment methodology, certify them on standard implementation patterns, and act as the escalation point for partner-led deployments.
• Help onboard new team members on the Britive platform and complementary technologies.

Product Feedback Loop

• Act as the voice of the field into Product and Engineering — capture customer requirements, gaps, and friction points from live deployments and turn them into well-structured, well-evidenced input.
• File and champion enhancement requests in Jira, including the business case, affected accounts, revenue and renewal impact, and proposed approach; follow them through to a decision and close the loop with the customer.
• Distinguish configuration issues from product defects, reproduce them reliably, and give Engineering the detail needed to act.

Required Skills & Experience

• Minimum 5 years in a customer-facing technical post-sales role — Customer Success Engineer, Implementation/Deployment Engineer, Technical Account Manager, Solutions Architect, or Professional Services Consultant — at a B2B software company.
• Demonstrated experience personally owning enterprise software deployments in customer environments: scoping, configuration, integration, go-live, and handoff.
• Hands-on Identity & Access Management (IAM) and Privileged Access Management (PAM) experience, including working knowledge of the IAM services of at least one major cloud platform — AWS (IAM, STS, Identity Center), Microsoft Azure (Entra ID, RBAC), or Google Cloud (IAM, Workload Identity).
• Experience configuring PAM products for both cloud and on-prem environments.
• Experience working with at least one enterprise identity provider: Microsoft Entra ID, Okta, or Ping Identity.
• Practical scripting and API skills — Python and/or Bash/PowerShell, plus fluency with REST APIs, JSON, and CLI tooling to automate configuration and troubleshoot in customer environments.
• Working SQL proficiency for investigating usage, configuration, and audit data.
• Strong technical triage and troubleshooting discipline — able to reproduce an issue, isolate the layer it lives in, and drive it to root cause.
• Excellent client-facing communication skills, with the ability to hold the room with both a DevOps engineer and a CISO.
• Proven ability to manage multiple concurrent customer engagements and competing priorities without losing the thread on any of them.
• Comfort with ambiguity and a startup pace; resourceful, self-directed, and a fast self-learner.
• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.

Nice to Have

• Infrastructure-as-Code and CI/CD tooling — Terraform, Kubernetes, GitHub Actions, GitLab CI, or similar — especially deploying through customer pipelines.
• Secrets management solutions (HashiCorp Vault, AWS Secrets Manager, Azure Key Vault).
• Project management and helpdesk tooling — Monday.com, Jira/Confluence, Zendesk, ServiceNow.
• SIEM and observability platforms such as Splunk or Datadog.
• Zero Trust principles and compliance frameworks including SOC 2, PCI-DSS, HIPAA, ISO 27001, GDPR, or SOX.
• Experience enabling or working alongside channel and implementation partners.
• Relevant certifications (AWS/Azure/GCP, Okta, CISSP, Security+).
• Prior experience at an early- or growth-stage technology company.