Customer Success Manager

Darktrace; Riyadh Region; Hybrid; SAR 200,000 - 300,000; Full time

Job summary

A leading AI cybersecurity firm is seeking a Customer Success Manager in Riyadh to manage a portfolio of clients and drive renewal and upsell opportunities. The ideal candidate should be fluent in English and Arabic, possess strong communication skills, and have experience in Customer Success or related fields. This full-time, entry-level role involves collaboration across teams and a passion for cybersecurity. A hybrid working environment is offered, requiring at least 3 days in the office.

Qualifications

• Experience in Customer Success, Project Management, or Business Development.
• Ability to communicate with senior business professionals.
• Familiarity with enterprise networking technology is preferred.

Responsibilities

• Manage a portfolio of 30-40 existing customers.
• Report to the Director of Customer Success and collaborate with other teams.
• Conduct business reviews and drive customer satisfaction.
• Analyze customer engagement and manage escalations.

Skills

Fluency in English

Fluency in Arabic

Strong communication and presentation skills

Customer Success experience

Time management skills

Job description

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Job Description

In the Customer Success role, you will be managing a variety of named accounts across our global customer base. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Commission will be awarded for increasing Net Revenue Retention (NRR) within your portfolio, by identifying and driving upsells and renewals based on a quarterly quota. You should have a passion to learn about cybersecurity and AI while always wanting to deliver the best service to our customers. This role is hybrid with a minimum of 3 days a week in our Riyadh office.

What will I be doing

• Manage a portfolio of 30-40 existing Darktrace customers to maximize their utility from our deployments and grow their Annual Recurring Revenue (ARR).
• Report to the Director of Customer Success and collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
• Conduct business reviews with client executive leadership and health checks on the deployment to drive satisfaction and desired business outcomes.
• Present, discuss, and demonstrate Darktrace cyber threat defense solutions to CISOs and information security experts as required.
• Identify, nurture, and negotiate upsell and cross‑sell opportunities by aligning our suite of products to customers’ evolving use cases and needs.
• Ensure customers are set up for success and facilitate the renewal at the end of the subscription term.
• Analyze customer engagement levels to assess risk and execute action plans to progress account health.
• Manage customer escalations to resolution, leveraging cross‑functional teams within the business.
• Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members.
• Build strategic partnerships with Renewal Directors, Sales, Cyber Technology Specialists, and other internal teams to drive alignment and develop tailored solutions for complex accounts.

What experience do I need

• Fluency in English and Arabic is essential, along with experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
• Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
• Familiarity with enterprise networking technology (preferred, not required) and a foundational understanding of cybersecurity concepts.
• Strong time management skills, self‑motivation, and the ability to work effectively as part of a team.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Other

Industries

• Computer and Network Security