Customer Success Manager

About Seclore

Seclore is a pioneering Data Security Intelligence company focused on the era of enterprise AI. The company specializes in securing data that drives human and AI interactions, allowing enterprises to adopt AI confidently without compromising sensitive information. Seclore's unique approach ensures data protection wherever it travels, promoting trust, control, and resilience for enterprises globally. Currently, Seclore serves over 500 leading enterprises and government bodies across 40+ countries.

Role Overview

We invite you to join an elite team safeguarding data everywhere. As a Customer Success Manager based in Riyadh, Saudi Arabia, you will be entrusted with managing Seclore’s key strategic accounts. Your goal will be to enhance customer success, boost retention, and foster account expansion by ensuring clients fully achieve their business goals using Seclore’s solutions.

Key Responsibilities

• Collaborate with clients to set critical business goals and key performance indicators, guiding them towards their achievement.
• Maintain frequent engagement with assigned accounts to discuss strategic and operational matters and adapt to evolving requirements.
• Lead discovery meetings with IT and business teams to understand new use cases and client business objectives.
• Apply in-depth knowledge of Seclore’s product suite to design client-specific solutions.
• Create comprehensive documentation such as business cases, solution blueprints, FAQs, and meeting notes.
• Support internal customer success teams to ensure project milestones like production go-live and user acceptance testing are successfully achieved.
• Become a trusted expert on each customer’s Seclore deployment and advise on strategic business directions.
• Present Seclore’s value proposition and product features to stakeholders across organizational levels, from executives to technical teams.
• Educate customers on maximizing the benefits of their Seclore solutions and promote best usage practices.
• Build and sustain trusted relationships across multiple organizational layers including C-suite executives and varied business units.
• Act as the liaison between customers and Seclore, ensuring a seamless service experience.
• Coordinate with cross-functional teams to develop and implement account strategies leading to retention, growth, and customer references.
• Assess customer progress continually and drive results in adoption, usage, and value realization.
• Advocate for customer needs, facilitating quick resolution of account issues through internal resources.
• Gather and relay customer feedback to product management to influence product roadmap development.
• Collaborate with customers to ensure timely contract renewals and identify upselling and cross-selling opportunities.
• Lead and mentor a future customer success team when the opportunity arises.
• Possess experience with endpoint security products like Data Loss Prevention (DLP), Classification, and Digital Rights Management (DRM).
• Utilize strong consulting capabilities to drive strategic discussions with customers.
• Deliver clear value realization in client engagements, as expected from a senior professional in this domain.

Qualifications and Skills

• A minimum of eight years of professional experience managing end-to-end customer relationships, ideally within the SaaS industry.
• Proven expertise in deploying software business applications or providing strategic advisory and account management services.
• Demonstrated success in customer relationship management and delivering impactful outcomes.
• Strong consulting background with the ability to influence diverse internal and external stakeholders, including senior executives, IT/InfoSec, and business teams.
• Ability to construct and communicate compelling business cases to clients.
• Excellent organizational, project management, time management, and communication skills.
• Capacity to quickly understand and explain technical and business concepts clearly.
• Experience leading cross-functional teams to deliver solutions and resolve issues efficiently.
• Solid understanding of business processes and their incorporation into enterprise applications.
• A proactive team player dedicated to continuous innovation in customer service delivery.
• Bachelor’s degree in technology, business, or a related discipline; MBA is preferred.
• Willingness to travel extensively, about 60% or more of the time.
• Enthusiastic professional passionate about helping customers realize business outcomes.
• Adept multitasker with a hands-on approach.
• Proven ability to inspire confidence among C-level decision makers.
• Extensive experience in business process management, preferably within government, banking, financial services, insurance, or manufacturing sectors.
• Prior experience with major systems integrators and/or customer success functions is an advantage.
• Familiarity with SaaS or subscription-based solutions and knowledge of cybersecurity is a plus.

Additional Information

This is a full-time, onsite opportunity located in Riyadh, Saudi Arabia. The role offers a chance to actively contribute to the future of data security alongside a dynamic and innovative team at Seclore.