Senior Customer Success Manager (Middle East)

Job description

Founded in 2022, the employer is a global cybersecurity company with a mission to empower defense teams to be proactive with open source solutions that detect threats and drive action. the employer stands out in the cybersecurity ecosystem with its open source, AI-powered, threat-informed approach to continuous threat exposure management (CTEM). Our Extended Threat Management (XTM) platform combines threat intelligence, exposure validation, and cyber risk mitigation, enabling organizations to better understand the threat landscape and take action. At the heart of the employer is our open source approach. Our vision is to unite defenders in a global community to make security more open, flexible and collaborative. As the employer continues to expand globally, we are building the organization, infrastructure and capabilities needed for the next phase of growth. How we scale is as important as how quickly we scale: Our core values: cohesion, openness, responsibility and fairness shape how we work together, make decisions and build for the future. The Role We are looking for a Customer Success Manager to join our Customer Success team and help us guide and grow relationships with our customers across the Middle East. Based in Saudi Arabia and working remotely, you will play a key role in ensuring the success and satisfaction of our users throughout their journey with Fi Legrand. You will collaborate closely with support, engineering, and product teams to align technical delivery with business goals, while serving as a trusted advisor to our customers. Your Responsibilities • Own and manage the complete customer journey: Onboarding, Certification, Training and Renewal • Deliver training and execution of assignments to customers • Build strong, proactive relationships with customers across the Middle East • Identify and support upsell and cross-sell opportunities in partnership with Sales • Coordinate with internal teams to resolve customer issues quickly and effectively • Collect and share customer feedback to improve product and service quality • Track success metrics and use data to inform customer strategy and engagement WHO YOU WILL WORK WITH • You will report to the VP of Customer Success EMEA • Work closely with Customer Support Engineers (CSEs) and Platform Engineers Customer Support (CPAs), Sales, Product, and Engineering • Partner with regional teams to serve a diverse customer base in the Middle East • Collaborate across functions to ensure high customer satisfaction and retention The profile we are looking for • 5+ years of experience in customer success, account management, or similar customer-facing role in SaaS or Technology • 3+ years of experience in the cybersecurity sector, especially threat intelligence • Fluent in Arabic and English • Based in Saudi Arabia. IV Experience supporting regional clients in the Middle East • Strong technical proficiency and ability to work with tools such as OpenCTI or OpenAEV (training available) • Excellent communication skills and comfort working in English-first environments • Comfort in a remote, asynchronous-first culture • Experience with CRM/CSM tools, customer journey tracking, and success metrics Why join the employer? More than just a job. We are a rapidly growing, global company Remote priority, and we believe that the best work combines purpose, impact and innovation. You'll work alongside talented people around the world who care about what they build, how they build it, and the impact they have on the broader cybersecurity ecosystem. ⭐ BE PART OF SOMETHING BIGGER We believe we're doing something that matters. Our open source approach means the work extends beyond Filegran. You contribute technology and ideas that strengthen a global community of defenders and help make cybersecurity more open and collaborative. Working on the edge of what's next We combine cybersecurity, open source, and artificial intelligence. · Giving you the opportunity to work with emerging technologies, experiment with new ways of working, and contribute to how they are applied in practice. BORDERLESS GLOBAL OPPORTUNITY Be part of a fast-growing, truly international team · Collaborates across Europe, North America, APJ and beyond, with the flexibility of being able to a remote-first environment. As we grow, you'll have opportunities to scale, take ownership, learn quickly and grow with us. A culture based on fundamental cohesion, openness, accountability and fairness defines how we work together · with openness, ownership, collaboration and respect. These are the principles that guide how we make decisions, treat people, and grow together, especially when no one is watching. WHAT YOU CAN EXPECT • Competitive compensation + equity · Everyone shares in our success • Remote-first flexibility · Work from wherever you live, with flexibility built into how we work • 25 days of PTO baseline · Real time to disconnect and reconnect Crave and enjoy life outside of work • Volunteer days · Paid time to contribute to causes that matter to you • Set you up for success · Choose equipment that works for you, with additional support for your remote work and development needs as our software evolves • Two annual in-person meetups · One global company and one team come together, creating dedicated time to connect, collaborate, and strengthen our off-screen culture Equal Employment Opportunity We enable cybersecurity through inclusion · From code to culture. At the employer, we are proud to be an equal opportunity employer. We believe that the diversity of our employees makes our products and team stronger. We welcome talent from every background, identity, and life experience, without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. What matters here is what you bring with you, not what you look like, where you come from or how you identify. Are you ready to join us?

Requirements

• · Giving you the opportunity to work with emerging technologies, experiment with new ways of working, and contribute to how they are applied in practice
• · Choose the equipment that works for you, with additional support for your remote work and development needs as our programs evolve
• Two annual in-person meetups
• · We welcome talent from every background, identity, and life experience, without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

Skills