Senior Customer Success Engineer, Britive

• 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
• 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

Desirable

• 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)
• 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
• 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
• 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
• 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
• 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