Customer Success Manager, KSA

About the Role

TrendAI, the AI security business unit of Trend Micro, helps organizations gain complete visibility into AI environments, centralize security controls, and reduce risk while supporting innovation. This role is based in Saudi Arabia and is focused on a portfolio of strategic customers. The Customer Success Manager is responsible for driving business and security outcomes, proving value, and ensuring customers are ready for renewals and expansion. Acting as a trusted advisor, the person in this position helps shape security strategy, guides the evolution of customer security posture, and coordinates post-sales execution across security engineering, customer success, support, professional services, and partners.

The role combines customer success practices with deep security expertise. It involves turning purchased credits into measurable security outcomes through a Security Account Success Plan, an architecture-based burn curve, and regular executive-level engagement.

What You Will Do

• Develop Security Account Success Plans with executive sponsors, tying them to business goals, the threat landscape, workload priorities, and monthly credit consumption planning.
• Build a target-state security architecture aligned to the customer environment, risk tolerance, and compliance needs, then monitor actual usage against the plan and intervene when deviations exceed acceptable levels.
• Perform security gap assessments, technology fingerprinting, and architecture reviews, and create reference designs and rollout blueprints for solutions such as XDR, identity, email, cloud security, and exposure management.
• Drive fast time-to-value and help the customer achieve an early meaningful security win.
• Spot opportunities for growth, including credit top-ups, additional product modules, and multi-year renewals based on realized value and improved security maturity.
• Lead monthly value reviews, QBRs, and EBRs that connect telemetry, product usage, and risk scoring to reduced risk, improved maturity, and business outcomes.
• Carry out security maturity and architecture evaluations using frameworks such as MITRE ATT&CK, NIST CSF, CIS Controls, and Zero Trust Architecture.
• Plan and facilitate security workshops, including threat hunting sessions, capture-the-flag exercises, tabletop exercises, and architecture deep dives.
• Create executive value stories, PR/FAQ-style briefs, and leadership presentations that show how the platform reduces business risk and supports ROI.
• Track renewal health using Green, Amber, and Red status, with clear actions, owners, and timelines linked to architecture milestones, and build remediation plans where needed.
• Use telemetry-based risk signals and predictive health scoring to manage customer risk proactively.
• Turn successful customers into references, case studies, and technical whitepapers that demonstrate architecture transformation and security outcomes.
• Act as the main post-sales security contact and coordinate a single plan and single intake process across customer success, support, professional services, and partners.
• Share architecture-led insights with product, engineering, and leadership teams on adoption barriers, integration gaps, and roadmap priorities.

Requirements

• Strong knowledge of enterprise security architecture and major frameworks such as NIST, MITRE ATT&CK, and Zero Trust across hybrid, multi-cloud, and on-premises environments.
• Practical expertise in one or more areas such as SOC operations, SIEM/XDR, exposure and risk management, identity security, cloud security (CSPM, CWPP, CNAPP), or email security.
• Ability to create reference architectures, integration blueprints, and deployment patterns that connect platform capabilities to customer needs.
• Solid understanding of B2B SaaS and platform business models in cybersecurity, cloud, or infrastructure.
• Ability to convert telemetry and usage information into clear architectural guidance and actionable recommendations.
• Experience building success plans, burn curves, and adoption roadmaps with an architecture-first approach.
• Comfort with AI-first ways of working.
• Strong executive presence when engaging CISOs, security architects, IT stakeholders, and business sponsors.
• Consultative, outcome-oriented mindset that prioritizes design before deployment and explains the reason before the action.
• Clear and structured communication style that can simplify complex security topics into practical plans.
• Strong collaboration skills, with the ability to stay calm and resilient during escalations and security incidents.
• Usually 7+ years of experience in security consulting, cloud security, security architecture, incident response, or security leadership.
• Proven success managing enterprise accounts with measurable impact on retention, expansion, and customer outcomes.
• Experience advising on enterprise security architectures, including hybrid and multi-cloud environments, identity frameworks, and detection and response strategies.
• Experience leading QBRs and EBRs and linking security decisions to risk reduction and business value.
• Experience using automation and AI tools is strongly preferred.
• Experience working with partners, MSSPs, or MSPs is a plus.
• Certifications such as CISSP, CISM, CCSP, CRISC, or equivalent demonstrated expertise are strongly preferred.

Performance Metrics

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Platform and module attach rate
• Security Value Realization and customer SOC Maturity Score
• Number and size of Customer Success Qualified Leads (CSQLs)

Culture and Inclusion

The company is committed to equity and inclusion and aims to reflect a wide range of perspectives and lived experiences. Diversity is welcomed and valued across race, ethnicity, nationality, gender identity, sexual orientation, ability, age, religion, veteran status, socio-economic background, and political views.

The organization encourages change, empowers people, and supports innovation.

Additional Information

AI Fearlessly.

TrendAI is part of Trend Micro and serves as a global AI security leader focused on helping enterprises operate with confidence and reduced risk.