Customer Success Lead – Cybersecurity & GRC
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Key skills for this role
About the Role
Solidrange is hiring a Customer Success Lead to own retention, adoption, and satisfaction across its cybersecurity SaaS portfolio. You will manage a team of CSMs, drive QBRs, health scoring, and renewals for enterprise and government clients.
Key Skills for This Role
Responsibilities
- Own client health, retention, adoption, satisfaction, and renewal readiness
- Build structured account plans for strategic clients
- Conduct QBRs and executive business reviews with client stakeholders
- Track customer health scores, usage, risks, escalations, renewal dates, and adoption milestones
- Implement NPS collection after implementation and quarterly
- Ensure clients realize value from EasyCompliance, Awareness10, and future Solidrange products
- Coordinate with sales, delivery, product, support, and finance to resolve client issues
- Identify upsell, cross sell, and expansion opportunities
- Build customer success playbooks, onboarding checklists, escalation workflows, and reporting dashboards
- Use AI tools for meeting summaries, follow ups, account planning, health analysis, reporting, and client communication
Requirements
- 6+ years in customer success, account management, SaaS, cybersecurity, GRC, or enterprise software
- Proven experience managing enterprise or government clients
- Experience managing a small CS team or client facing team
- Must provide measurable achievements such as renewal rate, churn reduction, NPS improvement, adoption increase, upsell revenue, or number of accounts managed
- Strong knowledge of customer success methodologies including onboarding, adoption, health scoring, QBRs, renewals, escalation management, and value realization
- Strong Arabic and English communication skills
- Strong executive presence, follow up discipline, ownership, and reporting accuracy
- Passionate, proactive, and able to work in a fast growth SaaS environment
Full Job Posting
Company Description
- Solidrange is a cybersecurity company based in Riyadh, specializing in developing modern platforms to address cybersecurity and enterprise Governance, Risk, and Compliance (GRC) challenges.
- Our vision is to transform the GRC technology landscape, helping organizations modernize their practices and reduce operational overhead.
- Our mission centers on reducing human driven cybersecurity risks, simplifying compliance and risk management, and facilitating seamless business continuity.
About the Role
- Solidrange is hiring a Customer Success Lead to own customer retention, adoption, satisfaction, and account health across our cybersecurity SaaS portfolio.
- This role will manage a team of Customer Success Managers and lead the customer success function across Solidrange clients, including enterprise, government, financial services, education, utilities, and regulated sectors.
- We are looking for someone who has proven customer success experience backed by numbers, not generic relationship management.
- The right candidate must understand SaaS customer success methodologies, account planning, health scoring, QBRs, renewal discipline, NPS, adoption tracking, escalation management, and measurable client outcomes.
Key Responsibilities
- Own client health, retention, adoption, satisfaction, and renewal readiness.
- Build structured account plans for strategic clients.
- Conduct QBRs and executive business reviews with client stakeholders.
- Track customer health scores, usage, risks, escalations, renewal dates, and adoption milestones.
- Implement NPS collection after implementation and quarterly.
- Ensure clients realize value from EasyCompliance, Awareness10, and future Solidrange products.
- Coordinate with sales, delivery, product, support, and finance to resolve client issues.
- Identify upsell, cross sell, and expansion opportunities.
- Build customer success playbooks, onboarding checklists, escalation workflows, and reporting dashboards.
- Use AI tools for meeting summaries, follow ups, account planning, health analysis, reporting, and client communication.
Required Qualifications
- 6+ years in customer success, account management, SaaS, cybersecurity, GRC, or enterprise software.
- Proven experience managing enterprise or government clients.
- Experience managing a small CS team or client facing team.
- Must provide measurable achievements, such as renewal rate, churn reduction, NPS improvement, adoption increase, upsell revenue, or number of accounts managed.
- Strong knowledge of customer success methodologies, including onboarding, adoption, health scoring, QBRs, renewals, escalation management, and value realization.
- Strong Arabic and English communication skills.
- Strong executive presence, follow up discipline, ownership, and reporting accuracy.
- Passionate, proactive, and able to work in a fast growth SaaS environment.
Preferred
- Experience in cybersecurity, GRC, compliance, risk, awareness, LMS, or enterprise SaaS.
- Experience with government and regulated sector clients in Saudi Arabia.
- Experience using CRM, customer success tools, dashboards, and AI productivity tools.
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