Director of Customer Success

Seclore; Riyadh; Hybrid; SAR 900,000 - 1,200,000; Full time

Job summary

Seclore, a Data Security Intelligence company, is seeking a senior Customer Success leader for the Kingdom of Saudi Arabia. You will steer the CS function, manage a portfolio of large strategic customers, and drive outcomes that translate into renewals, expansion, and advocacy.

You will partner with IT, InfoSec, and business units to align Seclore deployments with customer strategy and value realization. You will lead discovery, define success plans, and present Seclore capabilities to C-Suite

Qualifications

• 12+ years’ leadership experience in handling end-to-end customer relationships, preferably in SaaS
• Proven track record of managing strategic customer relationships and delivering measurable results
• Strong consulting background to lead discovery and guide value-realization discussions
• Ability to build and maintain relationships with senior executives, IT/InfoSec, and business units
• Proven ability to sell business cases and link adoption to business outcomes
• Excellent organization, project management, and stakeholder management skills
• Ability to explain complex tech and business concepts to diverse audiences
• Experience leading cross-functional teams to deliver solutions and resolve issues
• Understanding of enterprise business processes and their implementation
• Willingness to travel 60%+
• MBA preferred for strategic leadership roles

Responsibilities

• Lead, expand, and mentor the Customer Success team in KSA with strategy and OKRs
• Own a portfolio of large strategic customers and define success plans and KPIs
• Lead discovery sessions with IT and business users to identify new use cases and needs
• Manage ongoing executive-level and cross-functional engagements to assess progress and risks
• Serve as trusted advisor on customer strategy and Seclore deployment
• Demonstrate Seclore value to executives and technical teams
• Educate customers to maximize adoption, security, and business value
• Ensure best-practice use of Seclore across organizations and trust relationships
• Coordinate with Sales to drive renewals and upsell opportunities
• Provide artifacts like business cases and solution blueprints for customers

Skills

Leadership

SaaS

Executive communication

Stakeholder mgmt

Discovery & advisory

Cross-functional leadership

Account management

Strategic planning

Customer advocacy

Travel readiness

Education

Bachelor’s degree in technology or business

MBA preferred

Tools

DLP

Data classification

DRM

Job description

Seclore is the Data Security Intelligence company for the era of enterprise AI. Seclore helps organisations secure the data that powers how people and AI work, enabling them to adopt AI safely without losing control of sensitive information. By securing data itself and ensuring protection travels with it wherever it moves, Seclore enables trust, control, and resilience across the modern enterprise. Seclore serves more than 500 global enterprises and government organisations across over 40 countries. For more information, visit www.seclore.com.

A sneak peek into the role:

In this senior-level role, you will lead Customer Success for KSA, ensuring that assigned strategic customers achieve their expected business outcomes with Seclore solutions, resulting in customer retention, advocacy, and account growth. You will bring strategic vision and an innovative approach to lead critical customer-facing teams, strengthen executive relationships, and drive revenue growth initiatives across the market. You will play a key role in driving customer goals, product utilization, business transformation, value realization, renewals, and expansion by ensuring the engagement, success, retention, and growth of Seclore’s customers.

In addition to acting as a trusted advisor to customers, you will be a customer advocate and the primary liaison between customers and internal Seclore teams. You will ensure that needs and requirements considered critical to customer success are communicated, prioritized, and driven throughout the Seclore organization.

Primary Responsibilities

• Lead, expand, and mentor the Customer Success team in KSA by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, coaching, and developing a world-class team
• Own a portfolio of Seclore’s largest and most strategic customers, establishing critical goals, success plans, and key performance indicators and aiding customers in achieving them
• Lead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application needs
• Engage regularly with assigned customers through strategic and operational discussions to evaluate needs, progress, risks, and strategic direction
• Become an expert on each customer’s Seclore deployment and serve as a trusted advisor for their strategic business direction
• Present the Seclore value proposition and product capabilities to audiences ranging from senior executives and C-Suite stakeholders to technical and functional teams
• Educate customers on the value they can generate from their Seclore solution and drive measurable value realization
• Ensure customers employ best practices and that their Seclore solution is optimized for adoption, usage, security, and maximum business value
• Build and maintain trusting relationships at all levels, including the C-Suite, across customer teams, functional groups, business units, and group companies
• Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience
• Ensure internal alignment on account strategy by partnering with cross-functional Seclore teams to develop and execute account plans that result in customer references, retention, and account growth
• Continually assess customer progress toward stated goals and drive expected results across adoption, usage, business value, friction, and the overall relationship
• As the customer advocate, ensure customer needs are met and account issues are resolved quickly by leveraging resources from across the company as needed
• Proactively create customer-facing artifacts such as business cases, usage scenarios, solution blueprints, FAQs, and meeting notes
• Support internal Customer Success and delivery teams in completing project milestones, including production go-live, UAT sign-off, and the initial rollout phase
• Gather customer product feedback and communicate with Product Management to shape roadmap development
• Work with the Sales team to achieve timely contract renewals and identify upsell/cross-sell opportunities

Required Skills/Experience

• 12+ years’ leadership experience in handling end-to-end customer relationships, preferably in SaaS, leading the deployment of software business applications, providing strategic advisory and account management services, or leading Customer Success functions
• Proven track record of successfully managing strategic customer relationships and delivering measurable results
• Strong consulting background, with the ability to lead discovery, translate business objectives into solution approaches, and guide value-realization discussions
• Proven ability to build and maintain strong, trusting relationships with diverse internal and external stakeholders, including senior executives, IT/InfoSec, business, and functional teams
• Proven ability to build and sell business cases to customer teams and connect solution adoption to business outcomes
• Excellent organization, project management, time management, executive communication, and stakeholder management skills
• Ability to quickly grasp and clearly explain technological and business concepts to executive, technical, and functional audiences
• Ability to lead cross-functional business and technical teams to deliver solutions and provide timely issue resolution
• Strong understanding of business processes and their implementation into enterprise business applications
• Team player who will innovate to continue improving the way Seclore serves its customers; willing and able to travel 60%+ of the time
• Bachelor’s degree in technology, business, or a related field (MBA preferred)

Preferred Knowledge, Skills, Abilities, And Background

• Highly energetic, with a passion for helping customers achieve expected business outcomes
• Multitasker with willingness to 'roll up sleeves' and assist wherever needed
• Deep credibility in inspiring confidence in C-level decision makers
• Hands-on experience with endpoint security products, especially Data Loss Prevention (DLP), data classification, and Digital Rights Management (DRM)
• Extensive business process management experience and expertise, ideally in government, banking, financial services, insurance, and manufacturing
• Previous experience with a major systems integrator and/or a Customer Success function preferred
• Experience with SaaS/subscription solution offerings is a plus
• Knowledge of information and cyber security