Customer Success Manager

7 days ago


Riyadh, Saudi Arabia Mandiant Full time

Company Description Since 2004, Mandiant has been a trusted partner to security-conscious organizations. Effective security is based on the right combination of expertise, intelligence, and adaptive technology, and the Mandiant Advantage SaaS platform scales decades of frontline experience and industry-leading threat intelligence to deliver a range of dynamic cyber defense solutions. Mandiant’s approach helps organizations develop more effective and efficient cyber security programs and instills confidence in their readiness to defend against and respond to cyber threats.

**Job Description**:
**What You Will Do**:

- Lead all phases of customer journey post-acquisition from onboarding through renewal
- Develop partnership with key executives, management, and operators within customer to effectively deliver upon customer success mission
- Oversee customer support activities, serving in critical issue management role when necessary
- Work closely with sales while collaborating with additional internal Mandiant business partners to deliver customer outcomes, manage risk, and position cross-sell opportunities
- Serve as voice of the customer, collecting feedback to drive improvement within the Mandiant Solutions portfolio
- Monitor adoption and utilization trends to inform customer engagement and guidance efforts

**Qualifications**:
**What You Can Bring**:

- Experience working with commercial organizations across diverse industries,
- Working knowledge of tools, processes and procedures related to Cyber Threat Intelligence, Security Operations, Network Security, and Extended Detection and Response (XDR),
- Passionate about building relationships with customers as well as internal and external business partners, working cross-functionally to drive customer outcomes,
- Data driven - leveraging and extending existing data and metrics to inform engagement and demonstrate outcomes,
- Creative problem-solving skills to help customers reach their business goals and maximize the value they are getting from Mandiant Solutions
- Proactive and adaptive, able to work independently as well as part of a team, in leadership and individual contributor roles.

**Minimum Requirements**:

- Fluent in Arabic & English
- 2+ years' experience delivering client-focused outcomes
- Excellent organization skills, including issue tracking, triaging, and crisis management
- Experience engaging with operational through executive audiences
- 3+ years experience facilitating workshops and/or presentations
- 2+ years program managing program management ability
- Comfortable in a self-directed and team environment
- Available to travel up to 35%

Additional Information
**Preferred Requirements**:

- 2+ years' working with operationalizing cyber threat intelligence, eXtended Detection & Response (XDR), and/or security operations
- Excellent communication skills across various formats and mediums
- Experience with Customer Relationship Management systems
- Experience with Customer Success platforms
- Experience with Customer Success methodologies and the customer journey



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