Customer Success Manager, KSA📣 Job Ad
in Trendai
about 1 hour ago
about 1 hour agoShare
 | Contract Type | Full-time |
 | Workplace type | On-site |
 | Location | Riyadh |
About the Role
TrendAI™, the enterprise business unit of Trend Micro focused on AI security, is seeking a Customer Success Manager (CSM) for its operations in Saudi Arabia. This role is essential for ensuring strategic customers achieve their business and security objectives, derive value from our solutions, and are prepared for renewals and expansions. The CSM will serve as a trusted strategic security advisor, guiding customers in enhancing their security posture and coordinating post-sales delivery across various functions.
TrendAI™ is committed to providing organizations with comprehensive AI visibility and consolidated security, fostering confidence, driving innovation, and mitigating risk. We are looking for individuals passionate about collaborating with experts and pushing boundaries to contribute to a safer, more trustworthy AI-powered future. Your work will directly support the protection of critical assets and the advancement of AI security.
Key Responsibilities
- Architect the Security Account Success Plan (ASP) and monthly credit burn plan in collaboration with customer executive sponsors, aligning with business objectives, the current threat landscape, prioritized workloads, and consumption targets.
- Design target-state security architectures tailored to the customer's environment, risk appetite, and compliance obligations, continuously tracking consumption against the plan and initiating corrective actions when variances exceed defined thresholds.
- Conduct thorough security gap analyses, technology fingerprinting, and architecture reviews to design reference architectures and deployment blueprints for various workloads, including XDR, identity, email, cloud security, and exposure management.
- Ensure rapid Time-to-Value (TTV) for customers and facilitate the delivery of significant initial security wins.
- Identify opportunities for account expansion, including credit top-ups, additional module adoption, and multi-year commitments, driven by demonstrated value realization and customer security maturity progression.
- Lead regular executive cadences, including monthly value reviews, Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs), linking telemetry, usage data, and risk scoring to measurable risk reduction, architecture maturity, and overall business impact.
- Perform security maturity and architecture assessments utilizing industry frameworks such as MITRE ATT&CK, NIST CSF, CIS Controls, and Zero Trust Architecture to evaluate current posture and define future-state improvements.
- Design and facilitate interactive security workshops, including threat hunting exercises, Capture The Flag (CTF) events, tabletop exercises, and in-depth architecture deep dives.
- Prepare compelling executive narratives, PR/FAQ-style briefs, and C-level presentations that articulate value realization, tying platform outcomes directly to reduced business risk and Return on Investment (ROI).
- Proactively manage renewal health by maintaining a Green/Amber/Red status with defined actions, owners, and timelines anchored to key architecture milestones, and develop comprehensive "Get-well" plans that include architecture remediation paths.
- Leverage telemetry-driven risk intelligence and predictive health scoring models to anticipate and address potential customer challenges.
- Cultivate successful customer relationships into valuable references, case studies, and technical whitepapers that highlight architectural transformation and achieved security outcomes.
- Serve as the primary post-sales security authority and coordination point, ensuring a unified approach across Customer Success, Support, Professional Services, and partners with a "one plan, one intake" philosophy.
- Provide Product, Engineering, and Leadership teams with architecture-grounded insights into adoption challenges, integration gaps, and valuable input for product roadmap development.
Qualifications and Requirements
- A minimum of 10 years of experience in a relevant field.
- Typically, 7+ years of experience in security consulting, cloud security, security architecture, incident response, or security leadership roles.
- Proven track record of managing enterprise accounts with a demonstrable impact on retention, expansion, and customer security outcomes.
- Experience in designing or advising on enterprise security architectures, encompassing hybrid/multi-cloud environments, identity frameworks, and detection and response strategies.
- Experience in conducting QBRs/EBRs, effectively connecting security architecture decisions to risk reduction and tangible business value.
- Experience with automation and AI tool usage is strongly preferred.
- Experience working with partners, Managed Security Service Providers (MSSPs), or Managed Service Providers (MSPs) is considered a plus.
- Certifications such as CISSP, CISM, CCSP, CRISC, or equivalent demonstrated experience in enterprise security architecture or advisory roles are strongly preferred.
Required Skills
- Strong understanding of enterprise security architecture principles and frameworks, including NIST, MITRE ATT&CK, and Zero Trust, across hybrid, multi-cloud, and on-premises environments.
- Deep working knowledge in one or more enterprise security domains, such as SOC operations, SIEM/XDR, exposure and risk management, identity security, cloud security (CSPM, CWPP, CNAPP), and email security.
- Ability to design reference architectures, integration blueprints, and deployment patterns that effectively map platform capabilities to specific customer requirements.
- Solid understanding of B2B SaaS and platform business models within the cybersecurity, cloud, or infrastructure sectors.
- Proficiency in translating telemetry and usage data into clear, actionable architectural insights and strategic recommendations.
- Proven capability in building comprehensive Success Plans, burn curves, and adoption roadmaps with an architecture-first approach.
- A strong inclination towards an AI-first approach in security solutions and strategies.
- Exceptional executive presence, capable of engaging effectively with CISOs, security architects, IT professionals, and business sponsors as a trusted security advisor.
- A consultative, architecture-driven, and outcome-focused mindset, prioritizing understanding the "why" before the "what," and focusing on "design" before "deploy."
- Excellent structured communication skills, with the ability to simplify complex security architectures into clear, actionable plans.
- Strong cross-functional collaboration skills, maintaining composure and resilience during escalations and security incidents.
Work Environment and Location
This is a full-time position based in Riyadh, Saudi Arabia. Trend Micro is committed to fostering an environment of equity and inclusion, welcoming diverse perspectives and backgrounds. We embrace change, empower people, and encourage innovation.
Requirements
- Requires +10 Years experience
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