Customer Success Manager, KSA

Trend

AI™, the global AI security leader and enterprise business unit of Trend Micro, empowers organizations with full AI visibility and consolidated security that inspires confidence, drives innovation, and eliminates risk.

At Trend

AI™, we’re always seeking exceptional talent; people who want to collaborate with the best and push boundaries together. Here, your work goes beyond building a career. You will help protect what matters and play a vital role in shaping a safer, more trustworthy AI-powered future.

AI Fearlessly.

The Customer Success Manager in Saudi Arabia, owns business and security outcomes, value realization, and renewal and expansion readiness for a portfolio of strategic customers. Functioning as the customer’s trusted strategic security advisor, the CSM designs and guides security posture evolution while orchestrating post-sales delivery across SE and various post-sales functions. The role blends security domain expertise with customer success discipline – translating purchased credits into measurable security outcomes through a Security Account Success Plan (ASP), architecture-aligned burn curve, and executive engagement cadence.

• Build the Account Success Plan with customer executive sponsors, aligned to business objectives, threat landscape, prioritized workloads, and monthly credit burn plan.
• Design target-state security architecture mapped to the customer’s environment, risk appetite, and compliance obligations; track consumption vs. plan and trigger corrective plays when variance exceeds thresholds.
• Conduct security gap analyses, technology fingerprinting, and architecture reviews; design reference architectures and deployment blueprints for workload rollouts (XDR, identity, email, cloud security, exposure management)
• Ensure rapid Time-to-Value (TTV) and delivery of a meaningful first security win.
• Identify expansion opportunities including credit top-ups, additional modules, and multi-year commitments based on realized value and security maturity progression.

• Lead monthly value reviews, QBRs, and EBRs linking telemetry, usage, and risk scoring to measurable risk reduction, architecture maturity, and business impact.
• Conduct security maturity and architecture assessments using industry frameworks (MITRE ATT&CK, NIST CSF, CIS Controls, Zero Trust Architecture) to evaluate posture and define future-state uplift.
• Design and facilitate security workshops: threat hunting, CTFs, tabletop exercises, and architecture deepdives.
• Prepare value realization executive narratives, PR/FAQ-style briefs, and C-level decks tying platform outcomes to reduced business risk and ROI.

• Maintain renewal health (Green / Amber / Red) with actions, owners, and timelines anchored to architecture milestones; proactively build Get-well Plans including architecture remediation paths.
• Leverage telemetry-driven risk intelligence and predictive health scoring models.
• Convert successful customers into references, case studies, and technical whitepapers showcasing architecture transformation and security outcomes.

• Serve as the trusted voice across post-sales engagements, ensuring “one plan, one intake” across Customer Success, Support, Professional Services, and partners.
• Provide Product, Engineering, and Leadership with architecture-grounded insights on adoption challenges, integration gaps, and product roadmap input.

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

• Strong understanding of enterprise security architecture principles and frameworks (NIST, MITRE ATT&CK, Zero Trust) across hybrid, multi-cloud, and on-premises environments.
• Deep working knowledge in one or more enterprise security domains: SOC operations, SIEM/XDR, exposure and risk management, identity…