Customer Success Manager

Role overview

Key responsibilities

• Lead managed security services onboarding from kickoff and scoping through log source integration, go-live, and business-as-usual transition.
• Maintain project plans, timelines, risk and issue logs, and customer and internal progress reports.
• Run customer service reviews and communicate service performance, adoption, and value insights.
• Coordinate SOC, Service Delivery, Engineering, and Support teams to resolve issues and maintain delivery.
• Understand customer IT and cyber security environments; flag risks, gaps, and security improvement opportunities.
• Manage escalations, communicate clearly, and represent customer interests.
• Track customer health, service usage, and contract milestones; support renewals and expansion.
• Share customer feedback with SOC, product, and engineering teams; improve playbooks, templates, and processes.

Required experience and qualifications

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field, or equivalent practical experience.
• 2–4 years in customer success, project management, service delivery, technical account management, IT/security operations, or a similar customer-facing role.
• Hands-on project management across concurrent projects, including planning, scheduling, stakeholder coordination, risk tracking, and status reporting.
• At least 2–3 years in cyber security roles, with solid knowledge of cyber security concepts, threats, and trends.
• Familiarity with networks, cloud, endpoints, and identity, and willingness to learn SIEM and MDR technologies.
• Excellent written and spoken English, presentation and customer communication skills; ability to build trust, manage expectations, and handle difficult conversations.
• Strong organization, ownership, follow-through, prioritization, and ability to work with remote cross-functional teams.
• Prior Customer Success experience is a plus, not a requirement.

Preferred qualifications and certificates

• Experience in cyber security, MSSP/MDR, SOC, or IT service delivery is a plus.
• Exposure to SIEM platforms such as Microsoft Sentinel, Splunk, or QRadar, or Microsoft Azure Security, is a plus.
• Arabic fluency is advantageous, particularly for MENA customer-facing work.
• CRM/customer success tools such as HubSpot, Salesforce, or Pendo, and reporting tools such as Power BI, are a plus.
• PMP, CAPM, PRINCE2, Agile/Scrum, Security+, CISM, CISSP, CEH, GCIH, Microsoft SC-200, ITIL, or Customer Success certifications are considered a plus, not required.

Benefits

• The employer describes a respectful, flexible environment with coaching, hands-on training, and international career development.
• Compensation and benefits are described as competitive and dependent on experience and qualifications; no salary cadence or amount is specified.