Customer Success Manager📣 إعلان

About Seclore and the Opportunity

Seclore is a Data Security Intelligence company focused on the era of enterprise AI. The company assists organizations in securing data that powers human and AI operations, enabling safe AI adoption without compromising sensitive information. By ensuring data protection travels with it wherever it moves, Seclore fosters trust, control, and resilience for modern enterprises. Seclore serves over 500 global enterprises and government organizations across more than 40 countries. This full-time position for a Customer Success Manager is based in Riyadh, Saudi Arabia.

The Customer Success Manager Role

As a Customer Success Manager, you will be responsible for managing a portfolio of Seclore's largest and most strategic customers. The primary objective is to drive customer success, retention, and account growth by ensuring clients achieve their expected business outcomes using Seclore solutions. This role involves building long-term, trusted relationships, acting as an advisor and advocate, and collaborating with internal teams to align Seclore’s offerings with evolving customer needs. Success will be measured by customer satisfaction, value realization, and long-term loyalty.

Key Responsibilities

• Collaborate with clients to establish critical goals and key performance indicators, assisting them in achieving these objectives.
• Engage regularly with assigned customers through strategic and operational discussions to evaluate needs and strategic direction.
• Lead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application requirements.
• Design solutions that meet client requirements, leveraging a strong understanding of Seclore’s product features and related technologies.
• Proactively create documentary artifacts such as business cases, usage scenarios, solution blueprints, FAQs, and meeting notes.
• Support internal customer success teams to ensure successful completion of project milestones for production Go-live, UAT sign-off, and initial rollout.
• Become an expert on the customer’s Seclore deployment and serve as their trusted advisor for strategic business direction.
• Present the Seclore value proposition and product features to diverse audiences, from senior executives to technical and functional teams.
• Educate customers on the value derived from their Seclore solution and ensure optimal configuration for maximum benefit.
• Build and maintain trusting relationships at all levels, including the C-Suite, across various customer teams and business units.
• Serve as the primary liaison between assigned customers and Seclore to ensure 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 growth.
• Continually assess customer progress toward stated goals and drive expected results in adoption, usage, business value, and overall relationship.
• Act as a customer advocate, ensuring needs are met and account issues are resolved promptly by leveraging company resources.
• Gather customer product feedback and communicate it to product management to inform product roadmap development.
• Work with the customer team to achieve timely contract renewals and identify opportunities for upsell/cross-sell.
• Drive value realization and strategic discussions with customers.
• Possess the ability to build and nurture a team in the future.

Qualifications and Experience

• 5-10 years of experience in a relevant role.
• Experience with endpoint security products such as DLP, Classification, and DRM.
• Proven track record of successfully managing customer relationships and delivering results.
• Strong consulting background and skills.
• Demonstrated ability to build and maintain strong, trusting relationships with diverse internal and external stakeholders, including senior executives, IT/InfoSec, and functional teams.
• Proven ability to build and present business cases to customer teams.
• Extensive business process management experience and expertise, ideally in government, banking, financial services, insurance, and manufacturing sectors.
• Previous experience with a major systems integrator and/or a customer success function is preferred.
• Experience with SaaS/Subscription solution offerings is a plus.

Skills and Attributes

• Excellent organization, project management, time management, and communication skills.
• Ability to quickly grasp and clearly explain technological and business concepts.
• 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.
• A collaborative team player committed to continuous improvement in customer service.
• Highly energetic, with a passion for helping customers achieve expected business outcomes.
• A multitasker with a willingness to assist wherever needed.
• Deep credibility in inspiring confidence in C-level decision-makers.
• Knowledge of information cybersecurity principles.

Work Environment and Commitment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires significant travel, with an expectation of 60%+ travel time. The successful candidate will join a team dedicated to advancing data security solutions.