• Develop and execute a customer success strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star • Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference • Deliver consistent, world-class quality across all customer success strategies and implementations • Have a strong understanding of strategic opportunities to expand retainer scope and present ideas to Marketing and CRM teams as well as internal teams • Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ customer success strategies remain cutting-edge and effective • Gather and relay customer feedback to the client’s product development team to drive product improvements • Monitor customer satisfaction and implement retention strategies • Identify satisfied customers who can serve as advocates for the client through case studies, testimonials, or referrals • Optimize client’s Service Hub instances as well as execute the strategy in HubSpot • Work with creatives to create and curate customer collateral, presentations, and other content pieces to support your clients’ customer base

• Own the senior technical relationship with a portfolio of high-value federal and public sector partners, serving as a strategic advisor to partner CTO, CISO, and VP-level stakeholders; • Lead joint technical strategy sessions and executive business reviews, ensuring alignment between Datadog and partner technical roadmaps at the highest levels of the organization; • Architect and lead technically complex partner initiatives including federal cloud migrations, zero-trust observability frameworks, FedRAMP-aligned deployments, and large-scale DevSecOps transformations; • Design and deliver partner enablement programs - workshops, certifications, and technical deep-dives - that measurably elevate partner capabilities; • Collaborate internally to support partner technical initiatives such as end-customer demonstrations and proofs of value; partner team enablement workshops; assessment, advice, and coaching on lead practices; • Advocate on behalf of partners' technical concerns (use cases, feature requests, support issues, e.g.) with Datadog internal teams and personnel, helping to bring those concerns to resolution; • Serve as the authoritative voice of federal partner needs with Datadog's Product, Engineering, and Technical Services teams - driving prioritization decisions that shape the platform roadmap; • Continuously help curate and evolve lead/best practices for Datadog platform adoption and success.

• Lead scoping and discovery sessions with sales and client teams to gain a deep understanding of business requirements with a focus on high-value HLS use cases • Engage with clients to architect solutions that best meet needs including offering best practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance of the conversation • Understand customers’ business strategy and direction and architect solutions to realize business goals & objectives • Collaborate throughout the sales process with Sales, Sales Engineers, Professional Services, Executives, etc. • Bring innovative ideas that showcase case Talkdesk’s competitive advantage and disruptive mindset • Create accurate Statements of Work and proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing, including the development of HLS-specific SOWs and standardized workflows • Partner closely with Talkdesk’s product, implementation and sales teams to identify issues, close gaps, and continuously improve SOWs and the SOW process. This includes implementing structured accountability to mitigate technical readiness gaps and scope creep specific to Health IT Architecture. • Gain a deep level of product knowledge and partner closely with product and engineering teams to identify product gaps and place new features & products on the roadmap • Partner with sales, product, and engineering to help prioritize products and features based on client needs • Effectively translate client requirements and program characteristics, including complex EHR integrations (Epic, Cerner, etc.) and U.S. health system nuances, to internal stakeholders. Ensure the client’s goals align with Talkdesk’s product offering and implementation methodology. • Help build out department methodology and tools to improve quality and efficiency • Leverage strong technical acumen to identify process improvements and technical solutions

Role Description As a Senior Product Solutions Engineer, you will play a critical role in the long-term success of SpyCloud’s most strategic customers. You’ll serve as a trusted technical advisor, focused on delivering scalable API integrations and data workflows that help customers maximize the value of our platform across security, fraud, and identity protection use cases. This role blends deep technical knowledge with high-impact account engagement. You’ll work closely with stakeholders—from developers and engineers to CISOs—to ensure SpyCloud is seamlessly integrated and delivering value within their security ecosystems. What You'll Do: - Strategic Account Partnership - Serve as the dedicated technical advisor for a portfolio of high-value enterprise accounts, building strong relationships and deep knowledge of each customer’s ecosystem, architecture, and goals. - Partner closely with Customer Success Managers to drive customer retention, growth, and satisfaction. - Lead technical planning sessions and business reviews to align SpyCloud usage with evolving enterprise priorities and ensure that the customer is achieving maximum value from the subscription. - API & Data Integration Leadership - Guide customers through the design and implementation of secure, scalable API integrations and data workflows. - Support the embedding of SpyCloud into critical systems—such as SIEMs, SOAR platforms, data lakes, identity platforms, and custom-built applications. - Provide hands-on support for troubleshooting and optimizing RESTful API usage, data formatting, and automation scripts. - Industry & Domain Expertise - Apply subject matter expertise in areas such as Identity, Account Takeover, Fraud Detection, Threat Intelligence, and/or Security Operations. - Advise customers on deploying SpyCloud effectively within their security and identity infrastructure. - Serve as a trusted partner in shaping customer workflows that rely on SpyCloud’s intelligence data. - Technical Enablement & Support - Lead onboarding and technical enablement sessions focused on API usage, data pipelines, and integration best practices. - Proactively monitor account health and integration performance, identifying risks, blockers, and opportunities for optimization. - Create and maintain reusable assets—including integration guides, scripts, and deployment templates. - Product Feedback & Collaboration - Act as the voice of the customer—sharing insights, trends, and feature feedback with Product and Engineering teams. - Participate in roadmap discussions and help evolve SpyCloud’s platform and integration capabilities based on enterprise needs. Qualifications - 3+ years in a technical, customer-facing role (e.g., Solutions Engineer, Technical Account Manager, Customer Success Engineer) - Proven experience managing strategic or enterprise accounts with complex integration requirements - Deep understanding of APIs, data transformation, and integration architecture (RESTful APIs, JSON, scripting with Python or Bash) - Familiarity with enterprise security and data ecosystems: SIEMs, SOAR platforms, IAM (Okta, Azure AD), and custom applications - Excellent communicator—able to translate between technical and business audiences - Confident working with developers, architects, and senior security leaders Requirements - Familiarity with fraud prevention, identity management, or threat intelligence use cases - Exposure to compliance or regulatory frameworks (e.g., SOC 2, ISO 27001, GDPR) Benefits - 401(k) with Employer Contribution - Health, Vision, and Dental Insurance - Health Savings Account (HSA) available with Employer Contribution - Employer Paid Life, Short-term, and Long-term Disability Insurance - Generous PTO Plan and 16 paid holidays per year