Senior Customer Success Manager (Middle East)📣 Job Ad

About the Customer Success Manager Role

Filigran, a cybertech company founded in October 2022, is seeking a Customer Success Manager to join its Customer Success Team. This full-time, remote position, based in Saudi Arabia, focuses on managing and growing customer relationships across the Middle East. The role is integral to ensuring customer success and satisfaction throughout their engagement with Filigran's open-source cyber threat management solutions, which are utilized by over 6,000 organizations globally.

Role Responsibilities

The Customer Success Manager will oversee the entire customer lifecycle, including onboarding, adoption, training, and renewals. Key responsibilities include:

• Managing the full customer journey from onboarding to renewal.
• Delivering customer training and executing client missions.
• Cultivating strong, proactive relationships with customers in the Middle East.
• Identifying and supporting upsell and cross-sell opportunities in collaboration with the Sales team.
• Coordinating with internal teams to ensure prompt and effective resolution of customer issues.
• Gathering and relaying customer feedback to enhance product and service quality.
• Tracking key success metrics and utilizing data to guide customer strategy and engagement.

Collaboration and Reporting Structure

This role reports to the VP of Customer Success EMEA. The Customer Success Manager will work closely with Customer Support Engineers (CSEs), Customer Platform Architects (CPAs), Sales, Product, and Engineering teams. Collaboration extends to regional teams to effectively serve the diverse customer base in the Middle East, ensuring high levels of customer satisfaction and retention.

Required Qualifications and Experience

Candidates should possess the following qualifications:

• A minimum of 5 years of experience in Customer Success, Account Management, or a similar customer-facing role within SaaS or the tech industry.
• At least 3 years of experience in the cybersecurity sector, with a focus on threat intelligence.
• Fluency in both Arabic and English is essential.
• Residency in Saudi Arabia with demonstrated experience supporting customers in the Middle East region.
• Strong technical aptitude and familiarity with tools such as OpenCTI or OpenAEV (training will be provided).
• Excellent communication skills and comfort operating within English-first environments.
• Adaptability to a remote, async-first work culture.
• Experience with CRM/CSM tools, customer journey tracking, and success metrics.

Company Overview and Culture

Filigran is a rapidly growing, global, and fully remote company dedicated to developing open-source cybersecurity solutions, increasingly incorporating AI. The company's mission is to empower defense teams to anticipate threats and act more effectively, fostering a global community focused on making security more open, resilient, and collaborative. Filigran operates with strong engineering standards and embraces emerging technologies. The company culture is built on CORE values: Cohesion, Openness, Responsibility, and Equity.

Compensation and Work Environment

Filigran offers competitive pay and equity, reflecting a shared stake in the company's success. The work environment is remote-first, emphasizing flexibility and balance. Employees have flexibility in choosing their work setup and gear. The company organizes twice-yearly in-person gatherings for regional and global offsites to foster connection and collaboration.