Senior Customer Success Manager (Middle East)

About Filigran

Founded in 2022, Filigran is a global cybersecurity company focused on empowering defense teams through open-source solutions designed to identify threats and facilitate action. The company utilizes an open-source, AI-powered, and threat-informed approach to Continuous Threat Exposure Management (CTEM). Its eXtended Threat Management (XTM) platform integrates threat intelligence, exposure validation, and cyber risk reduction to enhance understanding of threat landscapes and enable proactive measures. Filigran emphasizes an open-source philosophy, aiming to foster a global community of defenders to promote more open, resilient, and collaborative security practices. The company operates with CORE values: Cohesion, Openness, Responsibility, and Equity, which guide its operational and growth strategies.

The Role of Senior Customer Success Manager

Filigran is seeking a Senior Customer Success Manager to join its Customer Success Team. This full-time, remote position is based in Riyadh, Saudi Arabia, and focuses on guiding and growing customer relationships across the Middle East. The role is critical for ensuring customer success and satisfaction throughout their engagement with Filigran. The Senior Customer Success Manager will collaborate with support, engineering, and product teams to align technical delivery with business objectives, serving as a trusted advisor to customers. Candidates should possess 5-10 years of relevant experience.

Key Responsibilities

• Manage the complete customer journey, including onboarding, adoption, training, and renewal processes.
• Deliver training and execute missions for customers.
• Cultivate strong, proactive relationships with customers throughout the Middle East region.
• Identify and support upsell and cross-sell opportunities in collaboration with the Sales team.
• Coordinate with internal teams to resolve customer issues efficiently.
• Collect and share customer feedback to contribute to product and service quality improvements.
• Track success metrics and utilize data to inform customer strategy and engagement initiatives.

Collaboration and Reporting Structure

The Senior Customer Success Manager will report directly to the VP of Customer Success EMEA. This role involves close collaboration with Customer Support Engineers (CSEs), Customer Platform Architects (CPAs), Sales, Product, and Engineering teams. The manager will partner with regional teams to serve a diverse customer base across the Middle East and work cross-functionally to maintain high levels of customer satisfaction and retention.

Work Environment and Culture

Filigran operates as a fast-growing, global, and remote-first company. The work environment is designed to combine purpose, impact, and innovation, fostering collaboration among a diverse international team. The company's open-source approach allows contributions that extend beyond Filigran, strengthening a global community of defenders. Employees have the opportunity to work with emerging technologies in cybersecurity, open source, and AI. The company culture is grounded in its CORE values: Cohesion, Openness, Responsibility, and Equity, which guide decision-making, interpersonal interactions, and collective growth.

Equal Employment Opportunity

Filigran is an equal opportunity employer committed to fostering cybersecurity through inclusion. The company values the diversity of its people as a source of strength for its products and team. Filigran welcomes talent from all backgrounds, identities, and lived experiences, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. The focus is on individual contributions rather than external characteristics or identity.