Customer Success Engineer – Mena (Based IN Jordan) N/I NOVO

As a Customer Success Engineer, you will be responsible for building trusted relationships with enterprise clients across the Middle East and North Africa (MENA) region and helping them achieve their business goals through our solutions.

You will own the customer journey from onboarding through ongoing adoption, proactively engaging with customers to understand their priorities, measure success, identify risks, and uncover opportunities to deliver additional value.

Working closely with customers and cross-functional teams, you will lead business-focused onboarding, success plans, health checks, adoption initiatives, and executive engagements. You will also act as a key voice of the customer internally, helping drive improvements across Product, Support, Sales, and other teams.

A solid understanding of technology and cybersecurity is valuable, but the primary focus of this role is customer engagement, business outcomes, adoption, satisfaction, retention, and value realization.

Responsibilities:

• Build and maintain strong, trusted relationships with enterprise customers across the MENA region;

• Lead business-focused customer onboarding, ensuring a smooth transition and clear alignment on customer goals, expectations, and success criteria;

• Develop a deep understanding of customers’ business priorities, challenges, and desired outcomes, connecting them to the value delivered by our solutions;

• Proactively drive product adoption and value realization throughout the customer lifecycle;

• Conduct strategic customer health checks to assess engagement, adoption, satisfaction, risks, and opportunities;

• Develop and follow customer success plans, proactively addressing risks and identifying opportunities to strengthen customer relationships and outcomes;

• Act as a strong voice of the customer, bringing feedback, needs, and business opportunities to internal teams;

• Collaborate closely with Sales, Support, Product, and other internal teams to ensure a consistent and high-quality customer experience;

• Identify opportunities for customer retention, expansion, and increased value realization;

• Support executive-level engagements, business reviews, and strategic conversations with key customers.

Requirements (Must Have):

• Must be based in the Jordan;

• Bachelor’s in Computer Science, Cybersecurity, Information Systems, or related fields;

• 4 years of experience in infrastructure, cybersecurity, security architecture, or technical consulting;

• Hands-on experience with operating systems (Windows and Linux) and virtualization technologies (VMware, VirtualBox, Hyper-V);

• Strong background in network protocols and core networking concepts;

• Excellent communication, problem-solving, and relationship-management skills.

Requirements (Nice to Have):

• Professional working proficiency in Arabic;

• Security+ or ISO 27001 Foundation certification;

• Knowledge of cloud security (certifications in AWS, Azure, etc.);

• Familiarity with IAM, SIEM, and risk-based security frameworks;

• Experience with PAM, cloud and hybrid architectures, regulatory compliance, and risk management.

Working Conditions & Additional Info:

• Based in Jordan;

• Contractor engagement;