Manager Customer Success Engineering

We're looking for a Manager of Customer Success Engineering who has lived in the SOC - not observed it. You've triaged incidents, tuned detections, escalated threats, and know exactly what breaks in a customer's environment at 2am. You'll be the technical anchor for our most complex customer relationships. You handle escalations, run executive reviews, and as Simbian grows, you'll build and lead the team behind you. This is a player-coach role. You lead from the front before you lead a team. What You'll Do - Own all technical escalations from customers - triage, investigate, resolve, and document 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 - detection logic, response playbooks, 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 - flag patterns, advocate for fixes, and push back when needed Requirements - 10-15 years in SecOps: SOC analysis, incident response, threat detection, or security engineering - 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) - 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 Nice to have 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 Benefits - Direct line to product - your customer insights shape what we build next - Build and own a function from the ground up - Remote-first, high-trust culture - Competitive comp + equity at an early-stage AI security company - Work with customers who are genuinely trying to solve hard security problems, not just check compliance boxes