About the Role
Now is an amazing time to join as we build the future of OT and IoT cybersecurity. We defend some of the world’s largest organizations and critical infrastructures in more than 68 countries. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts. This role is vital in driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues, and grow into a trusted customer advocate.
For the right candidate, this represents a career-defining opportunity to make a significant impact.
In this role, you will:
- Develop and manage customer portfolio.
- Own and drive the customer lifecycle – protect, nurture, and deliver exceptional service to all customers.
- Drive revenue growth by demonstrating successful achievement of customer guided value measures.
- Minimize customer churn through customer success plans and customer lifecycle management.
- Resolve customer requests and concerns, ensuring improvements to customer experience.
- Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with customers and internally.
- Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
- Be a reliable point of contact and brand ambassador for our products.
- Work across departments ensuring proper customer visibility and outcomes are met.
- Aid in product design and product development through customer feedback.
- Assist in creating training courses and educational materials for other members of the department.
- Evaluate and improve tutorials and other communication infrastructure.
To be successful in this opportunity, you will have:
- 2+ years of proven experience in a customer success position supporting a technical product.
- Demonstrable experience onboarding customers, driving adoption, and consistently achieving business outcomes.
- Deep understanding of customer concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.
- Strong organizational skills with experience creating/maintaining account notes, developing and executing get-well plans, and customer success playbooks.
- 3+ years of experience in IT and network security (OT experience is a plus).
- Technical skills - the ability to confidently conduct product demos, training, and present technical reports to customers articulating value delivered.
- Previous experience in a TAM or SE role is highly valuable.
- Experience working with brand image and promoting value through customer experience.
- Accountability, personal organization, and ability to multi-task.
- Self-driven and proactive nature.
- Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations.
- Leadership and competency engaging with CxO to technical staff.
- Experience analyzing and optimizing processes in the Customer Success department.
- Patient and active listener.
- Passion for service.
Core Competencies:
- Active Listening and Communication
- Business Insight and Acumen
- Drive for Results (Get things done)
- Emotional Intelligence (EQ), Interpersonal skills, and Empathy
- Objection Handling, Influencing and Negotiation
- Planning & Organizing
- Professional & Technical Expertise
- Relationship Building and Customer Focus
- Resilience and Adaptability
- Solution-Oriented Mindset
- Teamwork, Collaboration, and Cultural Alignment
Our Global Benefits
All benefits are customized to the country you are based in. We provide the best benefits packages, such as:
- Health & Wellness
- Financial
- Work-Life Balance
- Unparalleled Flexible Time-Off
Need to know information
Successful candidates will be subjected to background verification checks.
Be cautious of unsolicited messages, fake email addresses, requests for money, and unclear job descriptions. Report suspicious activity to authorities.
If you would like to know more about our Privacy Policy, please refer to the relevant documentation.
