Customer Success Manager, Technical

This is a fully remote position, open to applicants in Saudi Arabia.

📋 Description

• Identify gaps in customer adoption, develop customized success plans, and align product use cases with value realization.

• Monitor adoption rates across the customer portfolio and devise quarterly improvement strategies.

• Collaborate with the renewals team to link the health of adoption with renewal results.

• Proactively identify churn risks and lead efforts to mitigate them.

• Work alongside internal teams and sales to pinpoint and quantify expansion opportunities.

• Foster relationships with key stakeholders and provide customers with best practices and strategic insights.

• Conduct Executive Business Reviews and maintain proactive, high-value interactions with customers.

• Document use cases, success stories, and lessons learned for the Customer Success knowledge base.

• Advocate for the customer’s voice and represent their needs throughout the organization.

⛳️ Requirements

• Over 5 years of experience in Customer Success or comparable roles within enterprise software, ideally in security or systems integration.

• Demonstrated success in managing strategic and enterprise-level clients.

• Strong knowledge of network security, governance, audit, risk, and compliance standards.

• A customer-centric mindset and a proactive approach.

• Comfortable engaging with clients through calls and visits.

• Exceptional consulting, project management, and data-driven decision-making abilities.

• In-depth understanding of security technologies, including firewalls, IDS/IPS, SDN, and compliance.

• Familiar with APIs, including Java and REST.

• Knowledgeable about infrastructure, public/private/hybrid cloud, and LAN/WAN networking.

• Resilient and adaptable in fast-paced, dynamic environments.

• Possess executive presence and the ability to navigate high-stakes discussions and escalations.

• Outstanding communication skills in both English and Arabic.

• Availability to travel up to 50% of the time.

• Experience with Salesforce.com and Gainsight is a plus.

• Technical expertise in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius is desirable.

🏝️ Benefits

• Equal Opportunity Employer dedicated to fostering a friendly, diverse, and inclusive company culture.

• Home office flexibility.

• Opportunity to join a profitable and expanding cybersecurity firm with strong market presence and significant growth prospects.