Customer Success Lead – Cybersecurity & GRC

Company Overview

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.

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.

• 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 Easy Compliance, Awareness
  10, 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.

• 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.

• 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.