Technical Customer Success Engineer

JOB OVERVIEW

As Artemis's founding Technical Customer Success Engineer, you'll own the post-sale lifecycle for a fast-growing book of enterprise security customers, onboarding → adoption → value realization → expansion → renewal. You'll take the handoff at the moment a proof-of-value converts and make sure the value we proved in weeks compounds for years.

This is a hands-on technical role. Our customers are SOC analysts, detection engineers, and CISOs, and our product is an AI-native security platform, you'll spend meaningful time in the portal, in the data, and in AI-driven workflows, not only in QBR decks. Think of it as the post-sales mirror of our Sales Engineering motion: technical, hands-on, and accountable for quantified customer value.

RESPONSIBILITIES

• Own the post-sale lifecycle for every closed-won customer across onboarding, adoption, value realization, expansion, and renewal, as the customer's single accountable owner inside Artemis

• Run structured onboarding from contract signature to fully live: set a joint success plan with milestones, drive the remaining integrations and data connections, configure alerting and escalation paths, and treat time-to-value as a core metric

• Own the customer health system: run recurring reviews across product engagement, outcome quality, integration health, AI adoption, and open risks, and act on regressions before the customer feels them

• Deliver QBRs with quantified impact (dollars saved, coverage gained, gaps closed, analyst time returned), grounded in real usage data and outcome reporting, not anecdotes

• Run a clear asks-and-risks process: convert customer requests into tracked internal work, route to the right owner, chase SLAs, and close the loop with the customer

• Drive adoption of AI-native workflows across investigation, detection, and hunting, teaching analysts, assigning homework, and turning daily users into internal champions

• Triage issues live on customer calls (integration failures, data gaps, product errors) and pull in engineering with full context when needed

• Surface expansion signals (new data sources, new teams, growing usage) and partner with Account Executives on renewal and expansion motions

• Serve as voice of customer, feeding structured field signal into the product roadmap and quality feedback into the teams that build and tune detections

• Build the CS playbook (onboarding guides, health scorecards, QBR templates, renewal runbooks) that future CS hires ramp on

QUALIFICATIONS

We hire for experience and talent, not certifications. What you've onboarded, saved, renewed, and grown matters more than acronyms after your name.

• 5+ years in a Customer Success Manager, Technical Account Manager, or post-sales Solutions role in B2B cybersecurity or technical enterprise SaaS, you've carried a book of enterprise accounts through renewal, and you know your GRR/NRR numbers

• You genuinely understand AI, you use LLM tools daily, you can explain agentic workflows to a skeptical SOC analyst, and you know the difference between AI that demos well and AI that changes how a team operates

• Security domain fluency: you can hold your own with SOC managers, detection engineers, and CISOs on SIEM, EDR/XDR, SOAR, identity, and cloud, and you know what a day in a SOC actually looks like

• Comfortable in data: you can read dashboards, interrogate usage and detection metrics, and turn them into a value narrative

• Proven ownership of renewals and expansions in complex, multi-stakeholder accounts

• Strong project management across concurrent onboardings and escalations

• Exceptional written communication, weekly customer updates, executive summaries, and EBR narratives that stand on their own

• Startup-ready: you build process where none exists, and you're comfortable being the first and only person in your function

NICE TO HAVE

• Prior Sales Engineering, Solutions Engineering, or onboarding/implementation engineering experience