About the Role
At the company, what you do matters! We help the world’s leading organizations secure application connectivity across hybrid and multi-cloud environments. Trusted by more than 2,300 global organizations, our platform delivers visibility, security policy management, risk reduction, and compliance automation across complex enterprise networks.
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As we continue to expand our cloud and enterprise business globally, we are looking for a Customer Success Manager to act as strategic and technical advisors who help our enterprise customers adopt, optimize, and expand their use of the company’s solutions. This is an opportunity to join a profitable, growing cybersecurity company with strong market traction, a collaborative culture, and significant growth potential.
Reporting To: Customer Success TL
Location: Riyadh, Saudi Arabia (Home office)
What You’ll Do
- Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization.
- Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans.
- Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts.
- Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential.
- Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights.
- Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints.
- Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base.
- Advocate Internally: Represent the customer’s voice and ensure their needs are championed across the organization.
Requirements
What We’re Looking For
- 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration.
- Proven experience managing strategic and enterprise-level customers with measurable success.
- Strong understanding of network security, governance, audit, risk, and compliance practices.
- Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits).
- Excellent consulting, project management, and data-driven decision-making skills.
- Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST).
- Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN).
- Resilient and adaptable in dynamic, fast-paced environments.
- Executive presence and ability to manage high-stakes conversations and escalations.
- Excellent communication skills in English and Arabic.
- Willingness to travel up to 50% of the time.
Nice to Have
- Experience with Salesforce.com and Gainsight.
- Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius.
The company is an Equal Opportunity Employer committed to creating a friendly, diverse, and inclusive company culture.
