Customer Success Engineer
Provides post-sales technical leadership to enterprise customers, owning technical issues, guiding platform adoption, and collaborating with internal teams. Requires 5+ years customer-facing networking experience and onsite availability in Charlotte, Jersey City, or NYC.
Responsibilities
- Providing advice and guidance as the Forward Networks subject matter expert to ensure successful ongoing usage and adoption of our technologies
- Taking ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
- Walking customers through the various stages of adoption with Forward Networks Platform
- Working directly with our internal Product Management, Engineering, Sales and Marketing teams
- Some travel (10%)
Requirements
- B.S. Computer Science or equivalent educational experience
- 5+ years of customer facing experience in a post-sales engineer role for a networking company, relevant software vendor, or as a network engineer for a large enterprise, service provider or Governmental agencies
- Must be willing to be onsite at customer location in either Charlotte, NC/ Jersey City, NJ/ NYC
Experience
- Strong understanding of Networking and Security fundamentals
- Experience in working with multiple Network vendors (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks etc.)
- Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques; Superior presentation skills
- Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
Highly Desired
- One or more of the following certificates: CCIE, JNCIE or VCDX
- Experience in working for a startup company
- Working knowledge of API driven workflows and scripting languages (Python, bash, jq, graphql, etc)
Compensation
- Starting base salary + bonus expected to be between $165,000/yr to $190,000/yr
- May also include stock
Manager, Customer Success
Lead and develop a team of Onboarding Specialists while architecting AI-powered Customer Success workflows. Drive post-sales engagement, retention, and operational excellence at a high-growth SaaS company.
Sr. Customer Success Manager
Manage enterprise customer relationships at Okta, driving retention, expansion, and value realization through strategic success plans and C-level engagement. Requires 5+ years in customer success or account management with large SaaS enterprises.
Principal, Customer Success
Lead and scale the Aircraft Division Customer Success function, owning the Critical Accounts Program for V-BAT and X-BAT defense customers. Drive adoption, mission readiness, and recovery for escalated accounts while building repeatable operating rhythms and cross-functional governance.
Partner Engagement Manager
Own the full customer relationship at CENTCOM and USMTM, driving 100% workflow adoption of Onebrief's AI collaboration platform while serving as the primary liaison between users and product/engineering teams. Requires TS/SCI clearance and deep expertise in multi-star headquarters planning.
Senior Customer Experience Manager
Lead strategic customer engagements for a cloud security SaaS platform, driving adoption, expansion, and security outcomes with Fortune 100 enterprise accounts. Requires 6+ years in customer-facing strategic roles and deep Security SaaS expertise.