Manager, Customer Solutions Engineering

Censys knows the internet and cloud better than anyone else. Attack Surface Management provides customers with an attacker-centric view of all externally facing internet and cloud to extend visibility, prioritize, and remediate the most critical risk exposures that will actually lead to a breach. Our daily IPv4 scans and the world’s largest SSL/TLS Certificate database enables customers with the most accurate and continuously updated attack surfaces. Enterprise security teams leverage Censys to keep pace with the speed of the business and gain an advantage on the rapidly evolving cyber-attack threats.

We are a rapidly growing cyber security startup based in Ann Arbor, Michigan with a 100% fully remote team. Our innovation is fueled by the team’s global perspectives and diverse backgrounds. We welcome healthy debate, constructive conversations, and outside-the-box thinking to ensure we are moving fast, learning things, and iterating quickly. 

Role Summary:

• Responsible for the Customer Success Engineers and Technical Support Engineers and their daily operations
• Manage the team of Customer Success Engineers to support customers on their post- implementation customer journey, including onboarding, kickoff, adoption, application support, SLA management, and advocacy
• Activate a cross-functional collaboration framework for the team to provide the voice of the customer to drive key product quality, roadmap, and operational process requirements to Product Management and Engineering teams
• Triage feature requests and bug filings with Product and Development teams
• Track accounts to identify early technical risk factors, and develop and implement risk mitigation plans
• Creates organizational design, processes, and resource plans to enable customer success coverage model for all GTM, use cases, and customer segments
• Works cross-functionally with Customer Success Managers, Sales, Product and Marketing to build value-engineering, commercial intelligence, and product feedback to drive product roadmap to win
• Act as a point of escalation to ensure any technical account issues are resolved swiftly, applying resources from across Product, Sales, Engineering, etc
• Lead your team of Customer Success Engineers to develop strategic technical implementation plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals

Desired Qualifications:

• 5+ years of experience driving a Customer Success Engineering team towards the achievement of set goals and objectives
• 3+  years of direct people management experience of technical support or engineering teams with a proven track record of success
• Demonstrated success in forging connections with customers and developing long-lasting relationships based on trust and prompt delivery
• Strong written and verbal communication skills
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills.
• Understanding of computer networking and “how the internet works.”
• Technical understanding of security and cloud technologies 
• Technical understanding of Attack Surface Management and Security Industries
• Technical understanding of application, server, and network security 
• Experience working at a startup is a plus
• A great attitude and a desire to demonstrate kindness, curiosity, and sustainable practices both internally and externally

We are located in Ann Arbor, Michigan, however we are open to hiring this position fully remote, with travel opportunities to meet customers and connect with colleagues.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they feel they meet every qualification. At Censys we are dedicated to building a diverse, inclusive, and authentic workplace - so if you're excited about this role but your past experience doesn't align perfectly with every listed requirement in the job description, we encourage you to apply anyways. You may be exactly who we need to fill this role or others! 

We value diversity and are committed to creating an inclusive environment for all employees. Censys is an equal opportunity employer. 

The salary range for this position is $140,000-$155,000 base salary plus full benefits and equity.