Customer Success Manager (Technical), Saudi

Role overview

Location and travel

• The role is based in Riyadh, Saudi Arabia, with a home office.
• Travel of up to 50% of the time is expected.

Customer success responsibilities

• Identify adoption gaps, build tailored success plans, and align product use cases to value realization.
• Track adoption across the customer portfolio and create quarterly improvement plans.
• Partner with renewals teams, monitor renewal outcomes, flag churn risks, and lead mitigation.
• Work with internal teams and sales to identify and quantify customer expansion opportunities.
• Advise customer stakeholders, host Executive Business Reviews, and maintain proactive customer touchpoints.
• Document use cases and success stories and represent customer needs internally.

Required qualifications

• At least 5 years in customer success or similar enterprise-software roles; security or systems integration experience is preferred.
• Experience managing strategic and enterprise customers with measurable results.
• Strong understanding of network security, governance, audit, risk, and compliance.
• Strong consulting, project management, and data-driven decision-making skills.
• Knowledge of firewalls, IDS/IPS, SDN, compliance technologies, and Java or REST APIs.
• Excellent communication skills in English and Arabic.

Additional qualifications

• Familiarity with infrastructure, public, private, or hybrid cloud, and LAN/WAN networking.
• Resilience, adaptability, executive presence, and ability to manage high-stakes conversations and escalations.
• Salesforce.com and Gainsight experience is a plus.
• TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius expertise is a plus.