Senior Customer Success Manager (Cybersecurity)

TL;DR

Senior Customer Success Manager (Cybersecurity): Managing critical customer accounts for an AI-powered OT and IoT cybersecurity platform with an accent on customer adoption, value realization, retention, and technical engagement. Focus on building success plans, resolving complex customer issues, analyzing customer trends, and presenting technical value to stakeholders from CxO level to technical teams.

Location: Remote, based in Saudi Arabia (KSA)

Company

Develops an AI-powered OT and IoT cybersecurity platform that provides network visibility, threat detection, and operational insight for critical infrastructure, industrial, government, and enterprise organizations.

What you will do

• Develop and manage a portfolio of critical customer accounts throughout the customer lifecycle.
• Drive onboarding, product adoption, value realization, renewal performance, and revenue growth.
• Create customer success plans, get-well plans, and playbooks to reduce churn and improve customer outcomes.
• Resolve customer requests, improve the customer experience, and maintain accurate account information and reporting.
• Conduct product demonstrations, training sessions, technical reports, and executive-level presentations.
• Collaborate across departments, provide customer feedback for product development, and improve educational and communication materials.

Requirements

• 4+ years of experience in customer success supporting a technical product.
• 3+ years of experience in IT and network security; OT experience is advantageous.
• Experience onboarding customers, driving adoption, achieving business outcomes, and maintaining strong renewal rates.
• Ability to troubleshoot product-related concerns, recommend operational best practices, and manage customer success plans.
• Strong technical communication skills, including product demos, training, technical reporting, and presentations to CxO and technical stakeholders.
• Excellent organization, interpersonal communication, leadership, analytical, multitasking, and customer advocacy skills.

Nice to have

• Previous experience as a Technical Account Manager or Sales Engineer.
• OT cybersecurity experience.
• Experience improving Customer Success processes and promoting brand value through customer experience.

Culture & Benefits

• Work in a diverse, inclusive, and globally distributed environment.
• Contribute to the future of OT and IoT cybersecurity and the protection of critical infrastructure.
• Country-customized health and wellness benefits.
• Financial benefits and work-life balance support.
• Flexible time off.
• Background verification is required for successful candidates.