Lead Technical Success Manager

• Serve as the primary technical Customer Success contact for a portfolio of customers in Saudi Arabia and the wider region as required.
• Own the customer success plan from post-sale onboarding through adoption, value realization and ongoing growth.
• Build strong relationships across engineering, development, DevOps, security and executive stakeholder groups.
• Provide hands-on technical guidance around configuration, tuning, integrations and product usage.
• Troubleshoot technical challenges directly, investigating issues and testing different approaches rather than relying solely on predefined solutions.
• Deliver product enablement, workshops and best-practice guidance to customer teams.
• Help customers integrate application security into their SDLC, CI/CD pipelines and DevSecOps workflows.
• Partner with Customer Success Engineers and other technical specialists when issues require deeper engineering expertise or customized solutions.
• Monitor adoption and customer health, identifying risks early and developing plans to address them.
• Lead regular customer reviews that demonstrate measurable technical and business value.
• Partner with Sales, Solutions Engineering, Support, Product and Engineering to deliver a consistent customer experience.
• Identify opportunities for customers to expand their use of Black Duck products and capabilities.

You don’t need to come from a traditional Customer Success background. We’re particularly interested in people who have built strong technical expertise and discovered that they enjoy working directly with customers.

You’ll ideally bring

• Strong hands-on experience within Application Security, DevSecOps, software security or the broader software development lifecycle.
• Practical experience with application security technologies such as SAST, DAST and/or SCA.
• Experience working with development environments, CI/CD pipelines and modern DevOps tooling.
• Strong troubleshooting skills and the curiosity to investigate technical problems where the answer isn’t immediately obvious.
• Experience working directly with enterprise customers in a technical, consultative capacity.
• The ability to communicate technical concepts clearly to both highly technical teams and senior business stakeholders.
• Strong relationship-management skills and the ability to build credibility over time.
• The ability to translate technical activity into measurable customer and business outcomes.
• A proactive, ownership-driven approach. You’ll be comfortable trying to solve a problem yourself while recognizing when specialist expertise is required.
• Strong written and verbal communication skills.

Experience in roles such as Technical Account Management, Customer Success Engineering, Solutions Engineering, Application Security, DevSecOps or Professional Services could all provide a strong foundation for this position.

Why Black Duck?

This is an opportunity to work at the intersection of application security, software development and customer success.

You’ll work with customers tackling real-world software security challenges and have the opportunity to influence how Black Duck becomes embedded within their development and security programs.

If you’re technically hands-on, enjoy solving difficult problems, and get just as much satisfaction from building trusted customer relationships as you do from solving the technical challenge itself, we’d love to hear from you.

Location: Remote, Saudi Arabia

Our Technical Success Managers focus on three areas throughout the customer lifecycle.

• Partner with customers and internal account teams to understand what success looks like and build a clear plan to achieve it.
• Translate customers’ business objectives into technical requirements that engineering and security teams can act on.
• Build relationships with the right technical, operational and executive stakeholders to drive progress and remove barriers.

• Drive adoption across customer teams, applications and use cases.
• Deliver technical enablement so customers have the knowledge and confidence to use the capabilities they’ve invested in.
• Help customers embed Black Duck into their development and security workflows, including CI/CD and DevSecOps practices.
• Identify opportunities to introduce new capabilities and increase the value customers receive from the platform.

• Continuously revisit what success means as customers’ application security programs evolve.
• Use meaningful data to demonstrate impact, including adoption, coverage, risk reduction and security improvements.
• Lead business reviews that clearly communicate progress, outcomes and opportunities.
• Develop successful customers into advocates through references, case studies and broader customer engagement.

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

At Black Duck, we help organizations build secure, high-quality software by identifying and addressing security and quality risks throughout the software development lifecycle.

Our solutions are trusted by engineering, development and security teams around the world, including organizations operating in complex and highly regulated environments. We help our customers embed application security into the way they build software, enabling them to identify risk earlier, improve developer productivity and scale secure software development.