Director of Customer Success

About Seclore:Seclore is the Data Security Intelligence company for the era of enterprise AI. Seclore helps organisations secure the data that powers how people and AI work, enabling them to adopt AI safely without losing control of sensitive information. By securing data itself and ensuring protection travels with it wherever it moves, Seclore enables trust, control, and resilience across the modern enterprise. Seclore serves more than 500 global enterprises and government organisations across over 40 countries. For more information, visit www.seclore.com.A sneak peek into the role:In this senior-level role, you will lead Customer Success for KSA, ensuring that assigned strategic customers achieve their expected business outcomes with Seclore solutions, resulting in customer 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. You will play a key role 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.In addition to acting as a trusted advisor to customers, you will be a customer advocate and the primary liaison between customers and internal Seclore teams. You will ensure that needs and requirements considered critical to customer success are communicated, prioritized, and driven throughout the Seclore organization.Primary ResponsibilitiesLead, 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 teamOwn a portfolio of Seclore’s largest and most strategic customers, establishing critical goals, success plans, and key performance indicators and aiding customers in achieving themLead discovery sessions with IT and business users to understand new use cases, business objectives, and system/application needsEngage regularly with assigned customers through strategic and operational discussions to evaluate needs, progress, risks, and strategic directionBecome an expert on each customer’s Seclore deployment and serve as a trusted advisor for their strategic business directionPresent the Seclore value proposition and product capabilities to audiences ranging from senior executives and C-Suite stakeholders to technical and functional teamsEducate customers on the value they can generate from their Seclore solution and drive measurable value realizationEnsure customers employ best practices and that their Seclore solution is optimized for adoption, usage, security, and maximum business valueBuild and maintain trusting relationships at all levels, including the C-Suite, across customer teams, functional groups, business units, and group companiesServe as the primary liaison between assigned customers and Seclore to create a seamless customer experienceEnsure 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 growthContinually assess customer progress toward stated goals and drive expected results across adoption, usage, business value, friction, and the overall relationshipAs the customer advocate, ensure customer needs are met and account issues are resolved quickly by leveraging resources from across the company as neededProactively create customer-facing artifacts such as business cases, usage scenarios, solution blueprints, FAQs, and meeting notesSupport internal Customer Success and delivery teams in completing project milestones, including production go-live, UAT sign-off, and the initial rollout phaseGather customer product feedback and communicate with Product Management to shape roadmap developmentWork with the Sales team to achieve timely contract renewals and identify upsell/cross-sell opportunitiesRequired Skills/Experience12+ years’ leadership experience in handling end-to-end customer relationships, preferably in SaaS, leading the deployment of software business applications, providing strategic advisory and account management services, or leading Customer Success functionsProven track record of successfully managing strategic customer relationships and delivering measurable resultsStrong consulting background, with the ability to lead discovery, translate business objectives into solution approaches, and guide value-realization discussionsProven ability to build and maintain strong, trusting relationships with diverse internal and external stakeholders, including senior executives, IT/InfoSec, business, and functional teamsProven ability to build and sell business cases to customer teams and connect solution adoption to business outcomesExcellent organization, project management, time management, executive communication, and stakeholder management skillsAbility to quickly grasp and clearly explain technological and business concepts to executive, technical, and functional audiencesAbility to lead cross-functional business and technical teams to deliver solutions and provide timely issue resolutionStrong understanding of business processes and their implementation into enterprise business applicationsTeam player who will innovate to continue improving the way Seclore serves its customers; willing and able to travel 60%+ of the timeBachelor’s degree in technology, business, or a related field (MBA preferred)Preferred Knowledge, Skills, Abilities, And BackgroundHighly energetic, with a passion for helping customers achieve expected business outcomesMultitasker with willingness to 'roll up sleeves' and assist wherever neededDeep credibility in inspiring confidence in C-level decision makersHands-on experience with endpoint security products, especially Data Loss Prevention (DLP), data classification, and Digital Rights Management (DRM)Extensive business process management experience and expertise, ideally in government, banking, financial services, insurance, and manufacturingPrevious experience with a major systems integrator and/or a Customer Success function preferredExperience with SaaS/subscription solution offerings is a plusKnowledge of information and cyber security