Customer Success Engineer

Description
Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.
We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.
When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.
We are seeking a Customer Success Engineer to join our team. This is a remote opportunity based out of the East coast of Canada.
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, Entra ID/Active Directory/LDAP, and application virtualization (Citrix, VMware, Microsoft RDS, IGEL, AVD).
• 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 EHRs (Epic, Cerner, etc.).
• Familiarity with Imprivata Solutions (EAM/One Sign, Confirm ID, Clinical Workflows, etc.) is a plus.
• Fully proficient and fluent in French and English language, including complex technical discussions and technical language.
• Ability to travel about 25% of the time within Canada and the US.

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!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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