Senior Customer Success Manager

Now is an exciting time to join Nozomi Networks as we shape the future of OT and IoT cybersecurity.

We protect some of the world's largest organizations and critical infrastructure across more than 68 countries, leveraging our AI-powered cybersecurity platform that secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government agencies involved in energy, manufacturing, transportation, resources, and critical infrastructure sectors.

As we expand our product offerings and global reach, our Customer Success team is hiring a Customer Success Manager to foster meaningful relationships with our Critical Accounts, ensuring high customer satisfaction, successful product adoption, and retention. You will be the main point of contact for key customers, understanding their success criteria, driving value realization, addressing inquiries, resolving issues, and becoming a trusted advocate.

*Fluency in both English and Arabic is required for this role.

This role offers a significant career opportunity to join Nozomi at a pivotal moment and make a substantial impact. The ideal candidate will have a proven track record in account management, maintaining high renewal rates through ongoing engagement, technical leadership, and excellent communication skills.

If you believe you are a good fit, continue reading—you might be the next "Nozomier"

In this role, you will:

• Develop and oversee a customer portfolio.
• Manage the entire customer lifecycle—protect, nurture, and deliver exceptional service.
• Drive revenue growth by demonstrating successful achievement of customer value metrics.
• Reduce customer churn through success plans and lifecycle management.
• Address customer requests and concerns to enhance their experience.
• Utilize data and trend analysis to improve customer experience and inform communication strategies.
• Maintain accurate customer data to ensure internal stakeholders have reliable information.
• Serve as a reliable contact and brand ambassador for Nozomi and its products.
• Collaborate across departments to ensure customer visibility and desired outcomes.
• Contribute to product design and development by providing customer feedback.
• Assist in creating training materials and educational resources for team members.
• Evaluate and enhance tutorials and communication infrastructure.

To succeed in this role, you should have:

• At least 4 years of experience supporting technical products in a customer success capacity.
• Fluency in English and Arabic.
• Experience onboarding customers, driving adoption, and achieving business outcomes.
• Deep understanding of customer concerns regarding product use, operational best practices, and troubleshooting skills.
• Strong organizational skills, including maintaining account notes, developing success plans, and executing playbooks.
• Over 3 years of experience in IT and network security, with OT experience being a plus.
• Technical proficiency to conduct product demos, training, and present technical reports effectively.
• Previous experience as a Technical Account Manager or Systems Engineer is highly valued.
• Experience in brand management and promoting value through customer experience.
• Accountability, organization, multitasking abilities, and a proactive approach.
• Excellent communication and interpersonal skills, capable of delivering technical and executive presentations.
• Leadership skills, engaging with CxO level and technical staff.
• Experience analyzing and optimizing customer success processes.
• Patience, active listening, and a passion for service.

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About us and our values:

Nozomi Networks leads in OT and IoT cybersecurity, protecting critical infrastructure worldwide from cyber threats through exceptional network visibility, threat detection, and operational insights. We innovate continuously and hire top talent to ensure rapid deployment, support, and product enhancements. If you thrive on challenges and value integrity and customer success, join us in building the future of OT and IoT cybersecurity.

We are committed to Diversity, Inclusion, and Belonging. We believe that diversity of thought, background, and culture enhances our knowledge and growth. What makes us different makes us powerful.

Our benefits are tailored to your country, including:

• Work-Life Balance
• Flexible Time-Off

Important information:

Successful candidates will undergo background checks.

Be cautious of suspicious messages, fake emails, requests for money, and unclear job descriptions. Report any concerns to authorities. Our official job postings are on the Nozomi Networks careers page. For inquiries, apply through our website.