Director of Customer Success

About This Role

Leading Customer Success for KSA, this senior-level role ensures strategic customers achieve expected business outcomes with Seclore solutions, driving retention, advocacy, and account growth. You will bring strategic vision and an innovative approach to lead critical customer-facing teams, strengthen executive relationships, and drive revenue growth initiatives across the market. The role plays a key part in driving customer goals, product utilization, business transformation, value realization, renewals, and expansion by ensuring the engagement, success, retention, and growth of Seclore’s customers.

Responsibilities

• Lead, expand, and mentor the Customer Success team in KSA by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, coaching, and developing a world-class team
• Own a portfolio of Seclore’s largest and most strategic customers, establishing critical goals, success plans, and key performance indicators and aiding customers in achieving them
• Lead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application needs
• Engage regularly with assigned customers through strategic and operational discussions to evaluate needs, progress, risks, and strategic direction
• Become an expert on each customer’s Seclore deployment and serve as a trusted advisor for their strategic business direction
• Present the Seclore value proposition and product capabilities to audiences ranging from senior executives and C-Suite stakeholders to technical and functional teams
• Educate customers on the value they can generate from their Seclore solution and drive measurable value realization
• Ensure customers employ best practices and that their Seclore solution is optimized for adoption, usage, security, and maximum business value
• Build and maintain trusting relationships at all levels, including the C-Suite, across customer teams, functional groups, business units, and group companies
• Serve as the primary liaison between assigned customers and Seclore to create a seamless customer experience
• Ensure internal alignment on account strategy by partnering with cross-functional Seclore teams to develop and execute account plans that result in customer references, retention, and account growth
• Continually assess customer progress toward stated goals and drive expected results across adoption, usage, business value, friction, and the overall relationship
• As the customer advocate, ensure customer needs are met and account issues are resolved quickly by leveraging resources from across the company as needed
• Proactively create customer-facing artifacts such as business cases, usage scenarios, solution blueprints, FAQs, and meeting notes
• Support internal Customer Success and delivery teams in completing project milestones