Customer Success Manager (Kuwait)

Democrance; Kuwait; On-site; KWD 12,000 - 18,000; Full time

Job summary

Democrance in Kuwait is seeking a passionate Customer Success Manager to build strong client relationships, drive product adoption, and deliver measurable business outcomes across our SaaS solutions.

You will lead onboarding, manage multiple projects, gather customer insights, and collaborate with sales, marketing, and product teams to ensure retention and growth. The ideal candidate has at least 3 years of experience, excellent English communication, and thrives in a fast-paced environment.

Qualifications

• 3+ years of experience in Customer Success, Consulting or Account Management (SaaS preferred).
• Degree in business, engineering, computer science, or equivalent education.

Responsibilities

• Lead onboarding and ensure successful product adoption.
• Manage multiple projects with defined roles and responsibilities across stakeholders.
• Understand customer needs and tailor solutions accordingly.
• Develop account plans to drive retention and growth.
• Provide strategic, consultative guidance to corporate clients.
• Build and maintain relationships with key executives and stakeholders.
• Collaborate with Sales on expansion opportunities.
• Monitor churn risks and align with services/sales to mitigate.
• Analyze data to assess customer health and inform decisions.
• Advocate for the voice of the customer and share best practices.
• Coordinate with Sales, Marketing, and Product to deliver great outcomes.

Skills

Relationship building

SaaS knowledge

Project management

English proficiency

Stakeholder management

Data analysis

Education

Degree in business, engineering or computer science

Tools

CRM software

Job description

Description

We're looking for a passionate and customer-focused Customer Success Manager to join our growing team in Kuwait. In this role, you'll build strong client relationships, drive product adoption, and help customers achieve measurable business outcomes with our SaaS solutions. If you enjoy solving problems, delivering exceptional customer experiences, and making a real impact on customer success, we'd love to hear from you.

Responsibilities

• Customer onboarding: Lead successful onboarding processes, ensuring seamless adoption of products or services.
• Proactive Project- and Stakeholder Management: Anticipate and address customer issues promptly, offering innovative solutions to maximize value. Steer multiple projects in parallel to success. Define and communicate Roles and Responsibilities, work with proven Project Management frameworks and tools.
• Understand customer needs: Gather insights into customer requirements, pain points, and challenges to tailor solutions effectively.
• Account planning: Develop comprehensive account plans to ensure customer success, growth, and retention.
• Strategic advice: Offer consultative guidance to corporate clients, aligning their objectives with the company's products/services.
• Foster strong relationships: Build and maintain strategic partnerships with key corporate clients, understanding their goals and objectives.
• Expansion: Work with the Sales Manager in a Land and Expand motion. Identify opportunities for upselling and cross-selling, increasing revenue and customer satisfaction.
• Retention: Be aware of your customer portfolio concerning potential churn and flag any risks early. Align closely with professional services and sales to ensure internal alignment. Develop & execute anti-churn strategies.
• Data analysis: Utilize data and metrics to assess customer health, identify trends, and provide data-driven recommendations.
• Customer advocacy: Serve as the voice of the customer within the company, advocating for their needs and interests. Create exciting best practices and success stories.
• Collaborative teamwork: Coordinate with sales, marketing, and product teams to deliver exceptional customer experiences and drive business growth.

Requirements

• minimum of 3 years of experience as a Customer Success Manager, Consultant or Account Manager (ideally) for a SaaS company
• Degree in business, engineering, computer science, or comparable education
• Experience in customer management, confident in leading training workshops, demonstrating product advantages and executive meetings as well as successful management of conflict situations and negotiations
• Enjoy building relationships with key stakeholders and management levels
• Eager to work in a high-paced, dynamic environment with changing and evolving processes and tools.
• Excellent communicator with very good English, both written and spoken.
• Team player, tech savy, strong bias towards action, customer-centric mindset