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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

About the Role

Solidrange, a leading cybersecurity company based in Riyadh, is seeking an experienced Customer Success Leader to join their team. The company specializes in developing cutting-edge platforms to address enterprise-level cybersecurity, Governance, Risk, and Compliance (GRC) challenges. Solidrange's vision is to revolutionize the GRC technology landscape, empowering organizations to modernize their practices and significantly reduce operational costs. The primary focus is on mitigating human-induced cyber risks, streamlining compliance and risk management processes, and ensuring seamless business continuity for their clients.

Customer Success Leader Responsibilities

In this pivotal role, you will be responsible for leading a team of Customer Success Managers, fostering customer retention, driving product adoption, ensuring customer satisfaction, and maintaining account health across a comprehensive portfolio of SaaS cybersecurity products. Your responsibilities will include leading the customer success function for Solidrange's clients, serving diverse sectors including major enterprises, government entities, financial services, education, utilities, and other regulated industries. We are looking for a results-oriented professional with a proven track record in customer success, demonstrated through measurable achievements.

Key Tasks

  • Own and manage customer health, retention, product adoption, satisfaction, and ensure their readiness for renewals.
  • Develop and execute structured account plans for strategic clients.
  • Conduct effective Quarterly Business Reviews (QBRs) and executive business reviews with key client stakeholders.
  • Proactively track customer health metrics, product usage, identified risks, ongoing escalations, upcoming renewal dates, and key adoption milestones.
  • Implement and manage Net Promoter Score (NPS) collection processes post-implementation and on a quarterly basis.
  • Ensure clients consistently derive maximum value from EasyCompliance, Awareness10, and future Solidrange product offerings.
  • Collaborate effectively with Sales, Delivery, Product, Support, and Finance teams to resolve customer issues promptly.
  • Identify and capitalize on upsell, cross-sell, and expansion opportunities within existing accounts.
  • Develop and refine customer success playbooks, onboarding checklists, escalation workflows, and comprehensive reporting dashboards.
  • Leverage AI tools to enhance meeting summaries, follow-up actions, account planning, health analysis, reporting, and customer communication.

Qualifications and Requirements

  • Minimum of 6 years of experience in Customer Success, Account Management, or in SaaS, Cybersecurity, GRC, or Enterprise Software environments.
  • Proven experience managing enterprise or government clients.
  • Demonstrated experience managing a small team of Customer Success Managers or other customer-facing teams.
  • Ability to present measurable achievements, such as improved renewal rates, reduced churn, increased NPS scores, enhanced adoption metrics, increased upsell revenue, or number of successfully managed accounts.
  • Strong understanding of customer success methodologies, including onboarding, adoption strategies, health assessment, QBRs, renewals, escalation management, and value realization.
  • Excellent command of both Arabic and English languages, written and spoken.
  • Strong executive presence, a disciplined approach to follow-through, and a high degree of ownership and accuracy in reporting.
  • A passionate and proactive attitude, with the ability to excel in a fast-paced SaaS environment.

Core Skills

  • Customer Success Methodologies
  • Account Planning
  • Health Assessment
  • Quarterly Business Reviews (QBRs)
  • Renewal Discipline
  • Net Promoter Score (NPS) Management
  • Adoption Tracking
  • Escalation Management
  • Delivering Measurable Customer Outcomes
  • AI Tools for Productivity and Analytics
  • Cybersecurity Principles
  • Governance, Risk, and Compliance (GRC)
  • Enterprise Software Solutions
  • Software as a Service (SaaS) Operations
  • Account Management
  • Team Leadership
  • Professional Communication
  • Executive Presence
  • Follow-through Discipline
  • Ownership and Accountability
  • Reporting Accuracy
  • Customer Relationship Management (CRM) Systems
  • Customer Success Platforms and Dashboards
  • Compliance Management
  • Risk Management
  • Security Awareness Training
  • Learning Management Systems (LMS)

Job Details and Location

This is a full-time position requiring over 10 years of experience. Candidates with experience in cybersecurity, GRC, compliance, risk, awareness, Learning Management Systems (LMS), or enterprise SaaS are preferred. Experience with government clients and regulated sectors in Saudi Arabia is also preferred, along with experience using CRM systems, customer success tools, dashboards, and AI-powered productivity tools. The work location is Riyadh, Saudi Arabia.

Requirements

  • Requires +10 Years experience

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