Customer Success Manager (Saudi Residents Only)

TIS; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading technology firm in the Riyadh Region is seeking an experienced Customer Success Manager. This role involves establishing customer relationships, managing customer interactions, and ensuring smooth customer journeys within the technology sector. The ideal candidate will have 5 to 6 years of experience in a customer success role, preferably within enterprise technologies, and possess strong negotiation and technical skills.

Qualifications

• 5 to 6 years of experience in a customer success role within an enterprise technology company, preferably in security technologies.
• Understanding of customer success and all aspects of the customer lifecycle.
• Demonstrate technical knowledge specific to information security software, pre-sale experience is a plus.

Responsibilities

• Establish relationships with customers through regular meetings to understand their environment.
• Partner closely with sales, product management, engineering, and support teams to deliver exceptional customer satisfaction.
• Manage interactions between customers and the company.

Skills

Negotiation skills

Customer success management

Technical knowledge in information security

Knowledge of networking and cybersecurity

Job description

Responsibilities

• Establish relationships with your customers through regular meetings to understand the complexities of their environment.
• Partner closely with our sales, product management, engineering, professional services, and customer support teams to consolidate efforts, streamline communications, and deliver exceptional customer satisfaction.
• Manage the interactions between customers and the company.
• Act as a sales guide for customer‑facing employees.
• Guide the new and existing customers through the sales funnel.
• Foster customer retention by ensuring a smooth customer journey.
• Train the company employees on how to provide the best customer assistance.
• Manage, train and mentor the customer support team.
• Collect and analyze data to improve customer service health and quality.

Requirements

• 5 to 6 years of experience working in a customer success role within an enterprise technology company; preferred experience in security technologies.
• Highly beneficial to have a fundamental understanding of networking and network/cyber security.
• Demonstrate technical knowledge specific to information security software; pre‑sale experience is a plus.
• Understanding of customer success and all aspects of the customer lifecycle.
• Outstanding negotiation skills with the ability to make trade‑off decisions and counter objections.
• Ability to remain calm in stressful customer situations and apply good decision‑making to achieve a positive outcome.
• Strong and wide knowledge with CSM and software solutions.