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 Responsibilities

Lead 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 stakeholders. Act as the primary point of contact for assigned customers, running regular service reviews and sharing service performance, adoption and value insights. Collaborate and coordinate internal teams, including the Security Operations Center (SOC), Service Delivery, Engineering and Support, to resolve issues and keep delivery on track. Develop a solid understanding of each customer's IT and cyber security environment, and proactively flag risks, gaps and opportunities while improving their security posture. Manage customer escalations and communicate clearly, representing the customer's interests within OBRELA. Track customer health, service usage and contract milestones, and support renewals and expansion in partnership with Sales and Service Delivery Managers. Capture customer feedback and share insights with SOC, product and engineering teams to improve service quality. Contribute to Customer Success playbooks, templates and process improvements. Required Experience & Qualifications

Bachelor's degree in Computer Science, Information Technology, Business or a related field, or equivalent practical experience. 2-4 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 requirement. Hands-on project management experience: planning, scheduling, stakeholder coordination, risk tracking and status reporting across multiple concurrent projects. Minimum 2-3 years of experience in in cyber security roles, with solid knowledge of cyber security concepts, threats and trends. Familiarity with IT environments such as networks, cloud, endpoints and identity, and a willingness to learn SIEM and MDR technologies. Excellent written and spoken English, with strong presentation and customer communication skills. Ability to build trusted relationships, manage expectations and handle difficult conversations calmly. Strong organization and ownership: you follow through, prioritize well and work effectively with remote, cross-functional teams. Preferred Qualifications & Certificates (Considered a plus, not required)

Experience in cyber security, MSSP/MDR, SOC or IT service delivery environments. Exposure to SIEM platforms (for example Microsoft Sentinel, Splunk or QRadar) or Microsoft Azure Security. Arabic fluency (a strong advantage), particularly for customer-facing work in the MENA region. Experience with CRM and customer success tools (for example HubSpot, Salesforce or Pendo) and data or reporting tools such as Power BI. Project management: PMP, CAPM, PRINCE2 or Agile/Scrum certifications. Cyber security: Security+, CISM, CISSP, CEH, GCIH, or vendor SIEM certifications such as Microsoft SC-200. Customer Success or ITIL certifications. Benefits

Dynamic 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 balance. Continuous coaching – work with passionate people and receive both theoretical as well as hands-on training. Career development – Expand your career internationally and work alongside knowledgeable people from diverse cultures and backgrounds. A 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.