Customer Success Manager – MSS

We are looking for a Customer Success Manager to own the successful delivery and ongoing management of Company’s Managed Security Services (MSS). This role is focused on ensuring cybersecurity projects are delivered on time, customers are satisfied with the service, and long-term relationships are maintained and grown. The ideal candidate understands managed security services, has experience working with customers in the Qatar market, and can balance service delivery with commercial responsibilities such as renewals, upsell, and cross-sell.

Key Responsibilities:

• Own end-to-end delivery of managed security service projects, ensuring smooth onboarding and successful project closure.
• Act as the primary point of contact for customers during service delivery and ongoing operations.
• Build and maintain strong, long-term customer relationships through regular engagement and clear communication.
• Ensure customers clearly understand the value and scope of the managed security services being delivered.
• Manage service reviews, operational meetings, and performance discussions with customers
• Handle customer renewals and support upsell and cross-sell opportunities in collaboration with sales teams.
• Coordinate customer billing activities, ensuring accuracy, timely invoicing, and compliance with company's internal governance and approval processes.
• Work closely with finance, delivery, and internal stakeholders to resolve billing or commercial issues.
• Identify customer risks, concerns, and improvement areas early, and drive resolution with internal teams.
• Work closely with SOC and delivery teams to ensure service quality and SLA adherence.
• Act as the customer advocate internally to improve service experience and retention.

What We Are Looking For?

• Proven experience delivering cybersecurity or managed security service projects
• Demonstrated ability to successfully close projects and transition customers into steady-state operations
• Strong customer-facing and communication skills
• Experience working in the Qatar market with an MSSP or System Integrator
• Experience managing customer renewals, billing coordination, and exposure to upsell and cross-sell
• Ability to work within structured governance, finance, and compliance processes

Education Qualification

• Bachelor’s degree in Information Technology, Computer Engineering, Cybersecurity, Business Administration, or a related discipline
• Industry certifications related to cybersecurity, project delivery, or IT service management (e.g., security, ITIL, PMP) are desirable but not mandatory