About the role
Company Background Censys’ mission is to be the one place to understand everything on the internet. Frustrated by the lack of trustworthy Internet intelligence, we set out to create the industry’s most comprehensive, accurate, and up-to-date map of the Internet. Today, Censys delivers real-time Internet intelligence and actionable threat insights to global governments, over 50% of the Fortune 500, and leading threat intelligence providers worldwide. Role Summary: In this role, you will report to the Manager, Customer Success and Support. You'll collaborate with a team of experts dedicated to delivering white-glove service to our most important customers. As a Senior CSE, you’ll be a product expert, who loves solving problems and going the extra mile to ensure no stone is left unturned. You’ll serve as a coach and trusted advisor during the training, implementation, and adoption phases of the customer lifecycle and be a trusted partner for all support requests. Location: This is a fully remote position within the United Kingdom, with a preference for being located around the London metro area. What You’ll Do: Partner with the Customer Success organization to deliver a world-class, white-glove customer experience Own the technical success of a portfolio of strategic customers, serving as a trusted advisor across onboarding, implementation, and adoption Manage and resolve support requests from simple to highly complex, acting as the primary escalation point for high-impact customer issues Proactively identify risks to customer health and drive mitigation plans to reduce time to value Lead complex implementations from technical discovery through production rollout Guide customers in deploying, troubleshooting, and optimizing integrations such as Cloud Connectors, Splunk, Jira, and ServiceNow Translate customer business and security objectives into scalable technical solutions Represent the customer perspective by identifying trends and sharing actionable feedback with Product and Engineering Help define success metrics and feedback loops for new product launches Mentor CSEs and contribute to evolving internal processes, runbooks, and support standards Serve as a subject matter expert and escalation resource for complex technical challenges What You’ll Bring: 4+ years of experience in a technical, customer-facing role, ideally within a cybersecurity SaaS environment Proven experience owning complex customer relationships and driving technical outcomes Strong understanding of security tooling, cloud providers, and common network protocols, including SSL/TLS Advanced proficiency in Python and comfort working with REST APIs Ability to influence without authority and collaborate effectively across teams Excellent communication, organizational, and troubleshooting skills Comfort operating with ambiguity in a fast-paced, high-growth environment A self-starter mindset with a resourceful, “figure-it-out” attitude and a strong customer focus The annual base salary range for this role will be around £93,000 - £107,000, plus
