Customer Success Manager – Unit 42

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Take ownership of customer onboarding, engagement, satisfaction, and advocacy within a diverse portfolio of clients.

• Deliver personalized customer outreach right after closing deals and guide clients through the onboarding process.

• Promote timely adoption to ensure that customers achieve maximum return on investment.

• Guarantee measurable levels of customer satisfaction.

• Inform clients about refresh requirements and available options.

• Recognize upsell and renewal opportunities to drive revenue growth.

• Facilitate the renewal process for client portfolios.

• Cultivate trusted-advisor relationships with customer stakeholders, executive sponsors, and partners.

• Act as the primary point of contact for customer support inquiries and coordinate prompt resolutions with consulting teams.

• Keep customers updated on Unit 42 messaging, offerings, updates, events, and key contacts.

• Align customer business challenges and objectives with our services and the benefits they provide.

• Advocate for customer needs in service and product roadmap enhancements.

• Collaborate with Sales and Consulting teams to establish and implement effective processes.

• Manage metrics such as CSAT, renewal rates, upsell/cross-sell lead identification, referenceability, renewal likelihood, adoption, consumption, and engagement.

• Build and nurture relationships with CISOs to influence ongoing strategic investments.

• Support the implementation of new solutions, transitions from legacy systems, integrations, and resolution of critical issues.

⛳️ Requirements

• Proven experience in SaaS sales or customer success roles.

• Preferred experience in developing new programs and initiatives.

• Strong skills in consulting and project management.

• Demonstrated success in acting as a trusted advisor to deliver business value to customers.

• Ability to engage with client teams across various technical and non-technical levels.

• Proven ability to manage customer escalations, balance expectations, and negotiate successful outcomes.

• Highly analytical and dedicated to adhering to established processes.

• Capacity to drive and monitor a consistent engagement process across a customer portfolio.

• Collaborative team player with a high level of integrity.

• Eagerness to work collaboratively with Sales, Operations, and Consulting teams.

• Previous experience in a cybersecurity or enterprise software company is preferred.

• Capability to manage multiple tasks in a dynamic environment.

• Familiarity with current customer success methodologies and technologies is preferred.

• Willingness to work evenings and weekends as necessary.

• Experience with Tableau is a plus.

• Flexibility for travel is required.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities.

• Immigration sponsorship eligibility.