Customer Success Engineer

Job Summary

The Customer Success Engineer (EAM) plays a key role in ensuring customers realize maximum value from Imprivata's solutions. This role combines technical expertise with customer engagement, serving as a trusted advisor to drive successful adoption, optimization, and long-term satisfaction. The CSE partners closely with customers, Customer Success Managers, Support, and Product teams to deliver proactive guidance, resolve technical challenges, and align solution capabilities with business goals.

Duties and Responsibilities

• Drive customer success by implementing best practices and ensuring maximum value from Imprivata's Enterprise Access Management solutions.
• Provide technical and application expertise to support adoption, optimization, and advanced training for customer teams.
• Collaborate with Product Management to share roadmap updates, communicate new features, and provide customer feedback to inform enhancements.
• Develop and maintain best-practice documentation, customer-facing resources, and enablement content for internal and external use.
• Act as a trusted advisor in customer engagements, addressing technical inquiries, troubleshooting issues, and identifying opportunities for improvement.
• Represent Imprivata as a solution expert in webinars, customer programs, and industry events.
• Partner cross-functionally with Customer Success Managers and other internal teams to align solutions with customer needs and business goals.
• Accurately document customer interactions and activities in relevant systems to track outcomes and ensure accountability.
• Other duties as assigned and required.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related technical field or equivalent experience
• 5+ years of technical, consulting, or system integration experience, ideally within healthcare IT. Previous admin experience in Enterprise Access Management (formerly Onesign) is a plus.
• Expertise in Microsoft Windows, Active Directory/LDAP, and application virtualization (Citrix, VMware, Microsoft RDS, IGEL).
• Hands-on experience with Identity Management, Single Sign-On, and enterprise or SaaS-based security technologies.
• Proven ability to serve as a technical subject matter expert and effectively communicate with executives and cross-functional teams.
• Proficiency with CRM (Salesforce/Gainsight) and productivity tools (O365), with excellent problem-solving, organizational, and presentation skills.

This position offers a total compensation range of $105,000.00 to $127,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!