Customer Success Manager (Unit 42)

Location: Remote, Ajman, United Arab Emirates

Company

Cybersecurity company developing technology and services to protect digital environments, with Unit 42 customer success operations focused on purchased offerings.

What you will do

• Own customer onboarding, adoption, satisfaction, advocacy, engagement, consumption, renewals, and expansion across a portfolio.
• Provide high-touch post-sale outreach, guide customers through onboarding, and drive timely use of purchased offering hours.
• Build trusted-advisor relationships with customer stakeholders, executive sponsors, CISOs, partners, sales, operations, consulting, and support teams.
• Resolve or coordinate customer support requests, escalations, integrations, and critical issues with consulting teams.
• Communicate Unit 42 offerings, updates, events, contacts, and customer feedback while advocating for service and product improvements.
• Track CSAT, renewal rate, upsell and cross-sell opportunities, referenceability, renewal likelihood, adoption, consumption, and customer engagement.

Requirements

• Strong consulting and project management skills with proven results acting as a trusted advisor and driving business value for customers.
• Ability to communicate with client teams at different levels of technical and non-technical depth.
• Proven experience managing customer escalations, balancing expectations, and negotiating successful resolutions.
• Data-driven approach and commitment to following consistent customer engagement processes.
• Ability to collaborate cross-functionally with Sales, Operations, and Consulting teams and build trust and influence.
• Ability to multitask and work in a fast-paced environment.
• Willingness to work nights and weekends as needed.
• Flexibility for travel.

Nice to have

• Experience building new programs and initiatives in an evolving organization.
• Previous experience with a cybersecurity or enterprise software company.
• Knowledge of current customer success techniques and technologies.
• Tableau experience.

Culture & Benefits

• Remote role with collaboration across geographies.
• Work in a culture emphasizing trust, accountability, shared success, integrity, inclusion, and collaboration.
• Reasonable accommodations are available for qualified individuals with disabilities or special needs.
• Immigration sponsorship is available.