Manager Customer Success Engineering
RemoteIndia
Job Summary
Own all technical escalations from customers by triaging, investigating, resolving, and documenting incidents with full accountability. Serve as the primary technical voice in monthly and quarterly business reviews, covering incident trends, platform performance, and product roadmap alignment. Partner with customers to tune Simbian's AI agent to their environment, including detection logic, response playbooks, and integrations. Work cross-functionally with product and engineering to translate customer pain into roadmap priorities. Build out processes, runbooks, and escalation frameworks from scratch as the function scales. Hire, onboard, and lead a Customer Success Engineering team as customer volume grows. Act as the internal voice of the customer by flagging patterns, advocating for fixes, and pushing back when needed.
Required Qualifications
- 10-15 years in SecOps: SOC analysis, incident response, threat detection, or security engineering
- Comfortable running executive-level conversations - QBRs, roadmap discussions, escalation calls - without losing the technical thread
- Experience managing or mentoring junior security analysts or engineers
- Strong written and verbal communication: you can explain a detection gap to a CISO and a playbook fix to an analyst in the same day
- Comfortable working in an early-stage environment where the process doesn't exist yet - you build it
Desired Qualifications
- Background in an MDR or MSSP strongly preferred - you understand what it means to manage security outcomes for multiple customers simultaneously
- Hands-on with SIEM, EDR, SOAR, and cloud security tooling (Splunk, CrowdStrike, Sentinel, Palo Alto, or equivalent)
- Experience with AI-driven security platforms or SOAR automation
- CISSP, CISM, GCIA, GCIH, or equivalent certifications
- Prior experience in a CSE, TAM, or Solutions Engineering role at a security vendor
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