Customer Success Manager

About the Role / About the Job
We are seeking a Customer Success Manager (Mid-Level) with strong project management skills to join our growing Customer Success team. You will own the onboarding, customer experience, and ongoing success of a portfolio of managed cyber security customers, acting as their primary point of contact for delivery, adoption, and value realization.
This role suits a motivated professional with a cyber security background who is organized, delivery-focused, and curious about cyber security. You do not need a long Customer Success track record; we value project delivery, customer-facing, and technical-learning experience, and we will invest in building your advanced Customer Success and Managed Detection & Response expertise.

Key Responsibilities

• Lead customer onboarding projects for Managed Security Services, from kick-off and scoping through log source integration, go-live, and transition into Business-as-Usual (BAU).
• Build and maintain project plans, timelines, risk and issue logs, and report progress to customers and internal stakeholders.
• Act as the primary point of contact for assigned customers, running regular service reviews and sharing service performance, adoption, and value insights.
• Collaborate and coordinate internal teams, including the Security Operations Center (SOC), Service Delivery, Engineering, and Support, to resolve issues and keep delivery on track.
• Develop a solid understanding of each customer's IT and cyber security environment, and proactively flag risks, gaps, and opportunities while improving their security posture.
• Manage customer escalations and communicate clearly, representing the customer's interests within the organization.
• Track customer health, service usage, and contract milestones, and support renewals and expansion in partnership with Sales and Service Delivery Managers.
• Capture customer feedback and share insights with SOC, product, and engineering teams to improve service quality.
• Contribute to Customer Success playbooks, templates, and process improvements.

Required Experience & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent practical experience.
• 2-4 years of professional experience in customer success, project management, service delivery, technical account management, IT or security operations, or a similar customer-facing role. Prior Customer Success experience is a plus, not a requirement.
• Hands-on project management experience: planning, scheduling, stakeholder coordination, risk tracking, and status reporting across multiple concurrent projects.
• Minimum 2-3 years of experience in cyber security roles, with solid knowledge of cyber security concepts, threats, and trends.
• Familiarity with IT environments such as networks, cloud, endpoints, and identity, and a willingness to learn SIEM and MDR technologies.
• Excellent written and spoken English, with strong presentation and customer communication skills.
• Ability to build trusted relationships, manage expectations, and handle difficult conversations calmly.
• Strong organization and ownership: you follow through, prioritize well, and work effectively with remote, cross-functional teams.

Preferred Qualifications & Certificates (Considered a plus, not required)

• Experience in cyber security, MSSP/MDR, SOC, or IT service delivery environments.
• Exposure to SIEM platforms (for example Microsoft Sentinel, Splunk or QRadar) or Microsoft Azure Security.
• Arabic fluency (a strong advantage), particularly for customer-facing work in the MENA region.
• Experience with CRM and customer success tools (for example HubSpot, Salesforce or Pendo) and data or reporting tools such as Power BI.
• Project management: PMP, CAPM, PRINCE2, or Agile/Scrum certifications.
• Cyber security: Security+, CISM, CISSP, CEH, GCIH, or vendor SIEM certifications such as Microsoft SC-200.
• Customer Success or ITIL certifications.

Benefits

• Dynamic and respectful environment – our people are the core of our business, we value each and every individual and support initiatives, promoting agility and work/life balance.
• Continuous coaching – work with passionate people and receive both theoretical as well as hands-on training.
• Career development – Expand your career internationally and work alongside knowledgeable people from diverse cultures and backgrounds.
• A competitive compensation package dependent upon your experience and qualifications – We’re focused on rewarding efforts. Our salaries and benefits package will keep you motivated throughout your career.