Customer Success Manager

OBRELA delivers cutting-edge Managed Detection & Response (MDR) services that help organizations manage cyber risk and protect critical assets in real time. With a strong global footprint, we operate at the forefront of cyber security operations, providing threat management, incident response, and proactive defense to high-profile clients across diverse industries.We are seeking a Customer Success Manager (Mid-Level) with strong project management skills to join our growing Customer Success team. You will own the onboarding, customer experience and ongoing success of a portfolio of managed cyber security customers, acting as their primary point of contact for delivery, adoption and value realization.This role suits a motivated professional with a cyber security background who is organized, delivery-focused and curious about cyber security. You do not need a long Customer Success track record: we value project delivery, customer-facing and technical-learning experience, and we will invest in building your advanced CS and MDR expertise.Key ResponsibilitiesLead customer onboarding projects for Managed Security Services, from kick-off and scoping through log source integration, go-live and transition into Business-as-Usual (BAU)Build and maintain project plans, timelines, risk and issue logs, and report progress to customers and internal stakeholdersAct as the primary point of contact for assigned customers, running regular service reviews and sharing service performance, adoption and value insightsCollaborate and coordinate internal teams, including the Security Operations Center (SOC), Service Delivery, Engineering and Support, to resolve issues and keep delivery on trackDevelop a solid understanding of each customer's IT and cyber security environment, and proactively flag risks, gaps and opportunities while improving their security postureManage customer escalations and communicate clearly, representing the customer's interests within OBRELATrack customer health, service usage and contract milestones, and support renewals and expansion in partnership with Sales and Service Delivery ManagersCapture customer feedback and share insights with SOC, product and engineering teams to improve service qualityContribute to Customer Success playbooks, templates and process improvementsRequired Experience & QualificationsBachelor's degree in Computer Science, Information Technology, Business or a related field, or equivalent practical experience2-4 years of professional experience in customer success, project management, service delivery, technical account management, IT or security operations, or a similar customer-facing role. Prior Customer Success experience is a plus, not a requirementHands-on project management experience: planning, scheduling, stakeholder coordination, risk tracking and status reporting across multiple concurrent projectsMinimum 2-3 years of experience in in cyber security roles, with solid knowledge of cyber security concepts, threats and trendsFamiliarity with IT environments such as networks, cloud, endpoints and identity, and a willingness to learn SIEM and MDR technologiesExcellent written and spoken English, with strong presentation and customer communication skillsAbility to build trusted relationships, manage expectations and handle difficult conversations calmlyStrong organization and ownership: you follow through, prioritize well and work effectively with remote, cross-functional teamsPreferred Qualifications & Certificates (Considered a Plus, Not Required)Experience in cyber security, MSSP/MDR, SOC or IT service delivery environmentsExposure to SIEM platforms (for example Microsoft Sentinel, Splunk or QRadar) or Microsoft Azure SecurityArabic fluency (a strong advantage), particularly for customer-facing work in the MENA regionExperience with CRM and customer success tools (for example HubSpot, Salesforce or Pendo) and data or reporting tools such as Power BIProject management: PMP, CAPM, PRINCE2 or Agile/Scrum certificationsCyber security: Security+, CISM, CISSP, CEH, GCIH, or vendor SIEM certifications such as Microsoft SC-200Customer Success or ITIL certificationsBenefitsDynamic and respectful environment - our people are the core of our business, we value each and every individual and support initiatives, promoting agility and work/life balanceContinuous coaching - work with passionate people and receive both theoretical as well as hands-on trainingCareer development - Expand your career internationally and work alongside knowledgeable people from diverse cultures and backgroundsA competitive compensation package dependent upon your experience and qualifications - We're focused on rewarding efforts. Our salaries and benefits package will keep you motivated throughout your career