Manager, Customer Success (Cybersecurity)

Location: Remote, based in the United Kingdom. Sunday-to-Thursday work week, with standard working hours aligned to 9 am to pm Arabia Standard Time; UK hours vary between GMT and BST. Up to 20% travel may be required, and occasional work outside standard hours may be needed for critical customer issues.

Company

hirify.global develops products and services for digital forensics and cybersecurity applications.

What you will do

• Own the end-to-end customer success strategy for a flagship customer, translating objectives into measurable outcomes, adoption goals, and value realization milestones.
• Build and maintain joint customer success plans and develop a deep understanding of the customer’s business, operating environment, strategic initiatives, and challenges.
• Use data and insights, including Gainsight CS, to monitor customer health, adoption, progress, risks, and trends, and initiate timely interventions.
• Coordinate Customer Success, Technical Support, Professional Services, Education, Product Management, Engineering, and other internal teams to deliver a cohesive customer experience.
• Represent the flagship customer in planning, prioritization, and business review meetings, while maintaining accountability for communication and issue ownership.
• Directly manage, coach, and develop two Technical Support Engineers who matrix report into Technical Support.

Requirements

• Post-secondary education in Digital Forensics, Cybersecurity, Computer Science, Engineering, or equivalent experience.
• 6+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role, including 2+ years leading technical, customer-facing teams.
• Demonstrated success managing complex customer relationships and driving measurable business outcomes, adoption, and value realization.
• Ability to influence and coordinate cross-functional teams without direct reporting authority.
• Experience building strategic customer plans, facilitating executive business reviews, and translating customer objectives into actionable plans.
• Strong technical aptitude and credibility with technical stakeholders, including the ability to assess challenges and coordinate effective resolution.
• Excellent communication, facilitation, relationship-building, prioritization, and problem-solving skills with a customer-first mindset.

Nice to have

• Fluency in Arabic, written and verbal.
• Experience in Digital Forensics and Incident Response (DFIR).
• Experience with Gainsight CS, Salesforce CRM, and Salesforce Service Cloud.

Culture & Benefits

• Remote work based in the United Kingdom.
• Work focused on customer care, accountability, integrity, empathy, respect, dedication, and continuous innovation.
• Continuous learning and development are encouraged.
• Commitment to a diverse, inclusive, and accessible workplace and hiring process.
• Employment offers are contingent on satisfactory completion of a background check.