Customer Success Engineer

About ThreatAware

ThreatAware exists to help enterprise organisations achieve 100% Cyber Asset Protection, effortlessly and efficiently. Our platform, ThreatAware Protect, is agentless by design: it pulls data from the security and IT tools our customers already run (EDR, MDM, RMM, identity, and vulnerability scanners) and correlates it into a single source of truth. The result is straightforward: customers stop assuming their security controls are working and start knowing, with every device accounted for and every control validated as actually functioning, not just installed.

We're a fast-growing, London-headquartered company, built on the foundations of Priority One, a long-established UK managed security provider. Enterprise organisations including Sainsbury's, Ocado, Euronet and BGF rely on ThreatAware to close the blind spots that put them at risk. Everything we do is built around five values: Trust, Velocity & Innovation, Partnership, Accountability, and Enjoyment.

About the Role

We're hiring our first Senior Customer Success Engineer: a deliberate signal that Customer Success at ThreatAware is shifting from traditional account management into technical outcome ownership. This is a hands-on, technically credible role for someone equally comfortable presenting risk posture to a CISO and configuring integrations inside the platform themselves.

In this first phase, you'll operate as a senior technical specialist deployed across our Enterprise customer cohort, going wherever deep technical ownership will move the needle most.

You'll set the technical bar and the playbooks the rest of the Customer Success team will follow as we build out the CSE function.

What You'll Do

• Own onboarding for new enterprise accounts: configure the ThreatAware Protect environment, connect and validate integrations across EDR, MDM, RMM, identity and vulnerability-scanning tools, set up Vitals thresholds and tagging logic, and orient stakeholders on the Dashboard, Device Explorer and Coverage Explorer.

• Identify coverage and integration gaps through estate and usage analysis; run success-planning and strategy sessions that connect platform adoption to the customer's actual security and compliance outcomes.

• Conduct Coverage and Vitals assessments; build remediation and protection plans; recommend new integrations, tagging structures and architecture across the ThreatAware Protect platform.

• Apply a structured maturity approach to cyber asset protection (tracking Functional Vitals and control health over time) and deliver quarterly security posture reports that show customers, in plain terms, what's improved and what's next.

• Monitor account health signals (integration sync failures, silent failures, stale or unmanaged devices, stalled adoption) to catch churn risk early; define mitigation plans and partner with Sales and CS leadership on renewal strategy.

• Build business cases and ROI narratives, framed around reduced blind spots, audit readiness and control effectiveness, to support expansion; run regular checkpoint reviews and QBRs with stakeholders.

• Engage CISO, CIO and Head of IT stakeholders directly, translating platform data into clear risk, status and opportunity updates that support executive and board-level conversations.

• Partner with Marketing on customer advocacy (case studies, references and adoption campaigns), drawing on real results from your own accounts.

• Operate as a flexible technical specialist across our Tier 1 and Tier 2 accounts, and Tier 3 by exception, rather than holding a fixed named book, prioritising your time toward whichever accounts need deep technical ownership most.

• Hold the technical success plan and adoption roadmap for each account you're engaged with, and work with Sales and CS leadership on commercial and renewal terms for those accounts.

• Track and report on where and how your time creates measurable impact, building the evidence base CS leadership will use to decide the long-term shape of the CSE function, whether that's upskilling CSMs to this level or running a blended model of CSMs and CSEs.

• As our first Senior CSE, help define the playbooks, tooling and enablement materials the wider Customer Success team will use as it shifts from a CSM to a CSE model, with a clear path to formally lead and mentor that team as it grows.

What You'll Bring

• 5+ years in a customer-facing technical role, such as Technical Consulting, Sales/Solutions Engineering, or Technical Account Management, ideally within cybersecurity, IT asset management, or enterprise SaaS security tooling.

• Hands-on knowledge across endpoint security (EDR/AV), MDM, RMM, identity and access management, vulnerability management, and cloud platforms (AWS/Azure/GCP), with enough scripting or automation ability (PowerShell, Python, or similar) to be self-sufficient.

• Experience running security control or coverage-gap assessments and turning the findings into a remediation plan customers actually act on.

• Comfort working with API-based, agentless architectures across a wide vendor ecosystem. ThreatAware integrates with 100+ security and IT tools, so breadth matters more than depth in any single vendor.

• A proven ability to translate technical findings into business outcomes and a credible adoption roadmap.

• Strong executive stakeholder engagement skills: comfortable presenting to a CISO or CIO without a Sales Engineer alongside you.

• Excellent written and verbal communication, with the organisation and follow-through to run a portfolio of enterprise accounts without anything falling through the cracks.