Senior Customer Success Engineer

Senior Customer Success Engineer

• Function : Customer Success
• Job Location : Whitefield, Bangalore
• Reporting to : Director - Customer Success
• Shift timings: US EST (5 PM - 2 AM IST)

About Zluri: Securing the AI Future

Every enterprise is deploying AI agents. Almost none of them know what those agents can access.

Zluri is building the Identity Control Plane for the AI Era- a unified platform that brings real-time visibility and governance to every identity in an organization, human and non-human alike. We combine Identity Security Posture Management (ISPM), Identity Visibility & Intelligence (IVIP), and Identity Governance into a single platform powered by a Context Graph architecture.

While others build agents to do the work, we build the infrastructure to keep them from going rogue.

We're a Series-B startup backed by Lightspeed, MassMutual Ventures, Endiya Partners, and Kalaari Capital, trusted by 200+ enterprise customers to secure their identity landscape. If you're excited to help define how the world governs identity in an AI-first future, we'd love to talk.

Role Summary:

As a Senior Customer Success Engineer at Zluri, you own mid-size customer accounts end to end and expand your scope into Enterprise. You are the customer's technical partner and their commercial point of contact in the same role: you design and deliver solutions, and you also run renewals, upsell opportunities and qualify cross-sell opportunities for the account management team.

This role exists because we believe the best customer outcomes come from one person who understands both how the product is configured and why the customer bought it.

What you'll do

• Own a mid-to-enterprise account portfolio. Be accountable for each account's technical and commercial health, from onboarding and implementation through renewal.
• Deliver beyond standard scope. Independently manage complex integration and configuration requirements beyond standard implementation, within the scope agreed upon with the customer.
• Project Management - Own customer implementation projects from kickoff to go-live, managing timelines, stakeholders, and risks to drive on-time adoption
• Run complex discovery and solution design. Work with customers to understand their identity, access, and SaaS governance needs, and design how Zluri fits their environment.
• Own renewals, EBRs, upsells end-to-end, along with cross-sell qualification. Negotiate renewals directly and qualify expansion opportunities using account health, usage, and business signals.
• Manage the buying committee. Build strong relationships with multiple stakeholders across IT, security, and finance in Mid-Size and Enterprise accounts.
• Use judgment, not just the playbook. Adapt our playbooks to each account's context, decide when deviation is warranted, and handle ambiguity without hand-holding.
• Mentor L1 Customer Success Engineers. Coach newer CSEs on technical triage and configuration judgment, helping them reason through problems rather than handing them answers.

What you bring

Must have

• 5+ years in customer-facing technical roles such as Customer Success Engineer, Solutions Engineer, Implementation Consultant, or technical CSM at a B2B SaaS company.
• Hands-on experience delivering integrations and configurations beyond out-of-the-box setups, including APIs, SSO, and identity providers such as Okta, Microsoft Entra ID, or Google Workspace.
• A track record of owning renewals or qualifying expansion deals, with comfort negotiating directly with customers.
• Experience managing several stakeholders at once, from day-to-day admins to IT and security leaders.
• Strong technical and relationship skills. This role needs both at full strength.
• Clear written and verbal communication, and the judgment to know when to adapt a process and when to escalate.

Technical Skills

• Integration and provisioning: REST APIs, SCIM, webhooks, and connector-based integrations with SaaS and custom applications.
• Authentication and authorization: OAuth 2.0, OIDC, SAML-based SSO, service principals, and API credential management.
• Solution design, documentation, and implementation: Translating business, security, and compliance requirements into a documented solution design, covering integration architecture, data flows, and access policies, and then delivering it through a structured implementation plan with clear milestones, sign-offs, and handover runbooks.
• Access control models: RBAC and ABAC, least privilege, birthright versus requestable access, just-in-time elevation, and approval workflows.
• Troubleshooting: Diagnosing connector, authentication, provisioning, and data-mapping issues, and reproducing defects with clear technical detail for Product and Engineering.

Nice to have

• Background in IGA, IAM, or SaaS management (access reviews, provisioning and deprovisioning, SoD, license optimisation).
• Experience working with Enterprise customers in North America or EMEA.
• Experience mentoring or onboarding junior team members.
• Scripting skills (Python, JavaScript) or familiarity with REST APIs and webhooks.

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.