Customer Success Manager, Technical

• Identify customer adoption gaps, build tailored success plans, and align product use cases with value realization
• Track adoption across the customer portfolio and create quarterly improvement plans
• Partner with the renewals team to connect adoption health with renewal outcomes
• Flag churn risks early and lead mitigation efforts
• Collaborate with internal teams and sales to identify and quantify expansion opportunities
• Build relationships with key stakeholders and guide customers with best practices and strategic insights
• Host Executive Business Reviews and maintain proactive, high-value customer touchpoints
• Capture use cases, success stories, and lessons learned for the Customer Success knowledge base
• Represent the customer’s voice and champion customer needs across the organization

• 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration
• Proven experience managing strategic and enterprise-level customers with measurable success
• Strong understanding of network security, governance, audit, risk, and compliance practices
• Customer-first mindset and highly proactive approach
• Comfortable with client-facing engagements, including calls and visits
• Excellent consulting, project management, and data-driven decision-making skills
• Solid knowledge of security technology, including firewalls, IDS/IPS, SDN, and compliance
• Knowledge of APIs, including Java and REST
• Familiarity with infrastructure, public/private/hybrid cloud, and LAN/WAN networking
• Resilient and adaptable in dynamic, fast-paced environments
• Executive presence and ability to manage high-stakes conversations and escalations
• Excellent communication skills in English and Arabic
• Willingness to travel up to 50% of the time
• Experience with Salesforce.com and Gainsight is nice to have
• Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius is nice to have

• Equal Opportunity Employer committed to creating a friendly, diverse, and inclusive company culture
• Home office location
• Opportunity to join a profitable, growing cybersecurity company with strong market traction and significant growth potential