Senior Customer Success Manager, Service Relationship Manager

Summary

Customer Success professional with 18+ years of experience in cybersecurity, cloud technologies, SaaS, and IT services. Specialized in driving customer satisfaction, retention, and business growth through proactive engagement, strategic success planning, and executive relationship management. Skilled at handling escalations, conducting service reviews, optimizing asset management, and aligning service delivery with customer goals.

Successfully supported enterprise clients across industries such as telecommunications, retail, fintech, and education in multiple regions, including Spanish-speaking markets. Achievements include increasing client retention by over 15%, boosting customer satisfaction to 95%, and leading successful onboarding of new clients with accelerated adoption of services.

Certified in Cybersecurity, Cloud Infrastructure (AWS Certified Cloud Practitioner), IT Service Management (ITIL v4), and Customer Success methodologies (Gainsight CSM).

Fluent in Arabic, Spanish, and English, bringing a multicultural and multilingual approach to global customer success initiatives.

Expectations

Seeking a dynamic and growth-focused environment where I can leverage my experience in Customer Success Management, cybersecurity, SaaS, and cloud technologies to drive customer satisfaction, retention, and business expansion. I aim to work closely with cross-functional teams and executive stakeholders, contributing to strategic initiatives and continuous service improvement.

I am looking for a role that values proactive customer engagement, career development, innovation, and a strong customer-centric culture. Open to fully remote or hybrid opportunities, collaborating with diverse and international client bases.

Employment Preferences

Expected Base Salary

**0,000 USD

Academic Degree

Experience

Skills

• Customer Success
• Account Management
• Customer Success Management
• CSM
• Executive Relationship Management
• Customer Onboarding
• Customer Retention
• Expansion
• Escalation Management
• Success Planning
• Strategic Account Success Plans
• Quarterly Business Reviews
• QBRs
• Journey Mapping
• Account Health Monitoring
• Renewal
• Upselling Strategies
• Churn Reduction
• Technical
• Industry Expertise
• Cybersecurity
• SaaS
• Software As A Service
• IT Services
• Cloud Technologies
• AWS
• Microsoft 365
• Infrastructure Management
• Asset Lifecycle Management
• EOL
• END
• Life
• Planning
• Technical Solution Design
• Presales
• Project
• Service Management
• Service Delivery Management
• KPI Achievement
• Reporting
• ITIL Processes
• V3
• V4 Certified
• Risk Management
• Cross-Functional Team Leadership
• Workflow Optimization
• Certifications
• Tools
• Salesforce
• CRM
• Gainsight
• CSM Platform
• ServiceNow
• ITSM Tool
• Jira
• Project Management
• Zapier
• Notion
• HubSpot
• Zoom
• Teams
• Gong
• Loom
• Tldv
• Various Automation
• Collaboration Tools
• Okta
• Identity Management
• Soft Skills
• Multilingual Communication
• Arabic
• Spanish
• English
• Problem Solving
• Strategic Thinking
• Analytical Skills
• Team Mentoring
• Coaching
• Multicultural Customer Engagement