Customer Success Manager

Kestreldale Security runs a 24/7 security operations centre that monitors endpoints, firewalls and cloud accounts for mid-sized companies. Identity and access management projects, mostly Okta and Entra ID rollouts, have been part of the business since 2006. Training budget covers one SANS course or equivalent per year.

You will be the customer's main contact after the sale and their voice inside Kestreldale Security. Our team is spread across 8 countries. Headquarters is in Riyadh. We engage team members in Pakistan as full-time contractors. Most of our contractors have been with us for more than two years. You will work Dubai business hours, Monday to Friday.

In this role you will:

• Run quarterly business reviews with customer stakeholders.
• Flag expansion opportunities to the account executive or account manager.
• Build success plans with measurable goals for each account.
• Recruit happy customers for references and case studies.
• Drive renewals alongside the commercial team, starting 120 days out.
• Escalate product bugs and feature requests through Jira with clear context.

You'll need:

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Able to learn a technical product and explain it in plain terms.

Pay and benefits:

• Monthly internet allowance.
• Flexible hours.
• Paid time off.

Candidates must be eligible to work in Pakistan.

Duration: 9 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kestreldale Security LLC.