Director of Customer Success

About Seclore

Seclore is a Data Security Intelligence company focused on the era of enterprise AI. The company assists organizations in securing data that powers how people and AI operate, enabling safe AI adoption without compromising sensitive information. By securing data directly and ensuring its protection across all movement, Seclore aims to establish trust, control, and resilience within the modern enterprise. Seclore currently serves over 500 global enterprises and government organizations in more than 40 countries.

The Role of Director of Customer Success

As the Director of Customer Success for KSA, this full-time senior-level role in Riyadh, Saudi Arabia, involves leading customer success initiatives for assigned strategic accounts. The primary objective is to ensure these customers achieve their expected business outcomes using Seclore solutions, which contributes to customer retention, advocacy, and account growth. This position requires a strategic vision and an innovative approach to lead critical customer-facing teams, strengthen executive relationships, and drive revenue growth across the market. The Director will be instrumental in advancing customer goals, product utilization, business transformation, value realization, renewals, and expansion by ensuring the engagement, success, retention, and growth of Seclore’s customers. The role also functions as a trusted advisor and primary liaison between customers and internal Seclore teams, ensuring critical customer success needs are communicated and prioritized.

Key Responsibilities

• Lead, expand, and mentor the Customer Success team in KSA by defining strategy, prioritizing Objectives and Key Results (OKRs), and developing a world-class team.
• Manage a portfolio of Seclore’s largest and most strategic customers, establishing critical goals, success plans, and KPIs, and assisting customers in achieving them.
• Conduct discovery sessions with IT and business users to identify new use cases, business objectives, and system/application requirements.
• Engage regularly with assigned customers through strategic and operational discussions to assess needs, progress, risks, and strategic direction.
• Become proficient in each customer’s Seclore deployment and act as a trusted advisor for their strategic business direction.
• Present Seclore’s value proposition and product capabilities to diverse audiences, from senior executives to technical teams.
• Educate customers on the value derived from their Seclore solution and drive measurable value realization.
• Ensure customers implement 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 C-Suite, across customer teams, functional groups, business units, and group companies.
• Serve as the primary liaison between assigned customers and Seclore to facilitate a seamless customer experience.
• Ensure internal alignment on account strategy by collaborating with cross-functional Seclore teams to develop and execute account plans that foster customer references, retention, and account growth.
• Continuously assess customer progress toward stated goals and drive expected results across adoption, usage, business value, and the overall relationship.
• Advocate for customer needs, ensuring account issues are resolved promptly by leveraging internal resources.
• 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 initial rollout.
• Gather customer product feedback and communicate with Product Management to influence roadmap development.
• Collaborate with the Sales team to achieve timely contract renewals and identify upsell/cross-sell opportunities.

Qualifications and Experience

• Over 10 years of experience in a relevant field.
• Demonstrated passion for helping customers achieve business outcomes.
• Ability to multitask and assist where needed.
• Credibility in inspiring confidence in C-level decision-makers.
• Hands-on experience with endpoint security products, including Data Loss Prevention (DLP), data classification, and Digital Rights Management (DRM).
• Extensive business process management experience and expertise, ideally within 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 beneficial.
• Knowledge of information and cybersecurity principles.