Customer Success Engineering Director, Endor Labs

Customer Success Engineering Director

Endor Labs

Location:

United States

Category:

IT - Software Development

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

At Endor Labs, we're not just making waves; we're setting the new standard in application security. In our first year, we've already been named a Gartner Cool Vendor in Platform Engineering, an RSA Innovation Sandbox finalist, and a Black Hat Innovation Spotlight finalist. We streamline security for developers and AppSec teams by cutting through the noise and focusing on what truly matters. As the Customer Success Engineering Director, you will be responsible for defining and executing Endor Labs’ post-sales strategy. You’ll lead services, support, and renewals—owning the customer journey from implementation to adoption, expansion, and long-term retention. This role is ideal for a hands-on technical leader who thrives at the intersection of customer experience, product influence, and operational excellence.

Job Responsibility:

Own customer adoption, retention, and expansion—with a direct impact on renewals
Develop technical success playbooks to help customers maximize Endor Labs’ capabilities
Partner with Sales and Product to ensure customers see ongoing value and expand their usage
Track customer health metrics and proactively address risks before they escalate
Build and scale our professional services offerings, including implementation and enablement programs
Develop structured onboarding frameworks and playbooks to reduce time-to-value
Drive automation in customer success processes, leveraging AI-driven solutions for efficiency
Establish best practices for developer security adoption, including integrations, workflows, and scaling strategies
Own and evolve our customer support model, ensuring high responsiveness and effectiveness
Define self-service and automation strategies to optimize support efficiency
Establish escalation processes and collaborate with engineering to improve product reliability
Act as a voice of the customer in product discussions, influencing roadmap priorities
Partner with product and engineering to develop AI-driven solutions for support and success
Help define new engagement models that align with product-led growth and self-service adoption

Requirements:

7+ years of experience in customer success, technical account management, or professional services in developer-focused SaaS or security software
Strong technical knowledge of developer workflows, CI/CD pipelines, and security tools
Experience building and scaling customer success & support teams, ideally at a high-growth startup
Expertise in professional services models, support frameworks, and implementation playbooks
Passion for AI-driven automation and how it can streamline customer engagement
Experience in post-sales ownership of renewals and upsells, partnering with sales teams
Strong leadership and executive communication skills

What we offer:

Competitive salary and comprehensive benefits package including Health, Dental, Vision and Mental Health plans
401(k) plan to support your longterm financial goals
Flexible PTO to maintain a healthy work-life balance
Opportunities for co-working and team meetups to foster collaboration
A dog-friendly office environment

Additional Information:

Job Posted:

March 24, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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