Manager, Customer Success
Core
Drive measurable outcomes and strategic relationships for a flagship customer in the digital forensics sector, ensuring seamless adoption and value realization.
Role type
Manager, Customer Success (Strategic Account)
Builds
End-to-end customer success strategy and technical support operations for a flagship client
Domain
Digital Forensics / Cybersecurity
Required skills
Strategic account management, cross-functional coordination, team leadership (2+ direct reports), customer health monitoring, business outcome translation, technical credibility, complex stakeholder navigation
Preferred skills
Arabic fluency, Digital Forensics and Incident Response (DFIR) experience, Gainsight CS, Salesforce CRM/Service Cloud
Technologies
Gainsight CS, Salesforce CRM, Salesforce Service Cloud
Responsibilities
Own end-to-end success strategy for a flagship customer; Develop joint customer success plans aligned to business priorities; Monitor customer health and adoption using data; Directly manage and coach a team of two Technical Support Engineers; Coordinate cross-functional teams (Sales, Engineering, Product, etc.) to deliver cohesive experiences; Represent customer voice in planning and business review meetings
Seniority
Manager, hands-on leadership