Customer Success Manager

Jisr; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

Jisr seeks a Customer Success Manager to own a portfolio of Mid-Market and SMB customers, serving as the trusted contact from post-activation through renewal. You will drive retention, adoption, and measurable value while executing structured engagement plans and leading QBRs and health checks.

You will proactively identify risks and expansion signals, working with Activation, Support, Product, Sales, and Finance to deliver a seamless customer journey and protect revenue across your book.

Qualifications

• Bachelor's degree in Business, Management, Technology, or a related field.
• 3–5 years in Customer Success, Account Management, or related B2B SaaS roles.
• Proven experience owning a portfolio of Mid-Market or SMB accounts with retention accountability.
• Experience with HR Tech or ERP solutions is a plus.

Responsibilities

• Own a portfolio of Mid-Market and SMB accounts accountable for retention, adoption, and value realization across the customer lifecycle.
• Build and execute account-level success plans tied to each customer’s objectives, KPIs, and outcomes.
• Share best practices and lessons learned with fellow CS Managers to raise team effectiveness and participate in enablement sessions.
• Manage health, retention, and adoption metrics; run QBRs, health checks, and renewal prep cycles for every account.
• Coordinate end-to-end escalation management across Activation, Support, SMEs, Product, Sales, and Finance for a seamless journey.
• Identify, qualify, and progress expansion opportunities and customer advocacy (references, case studies, testimonials).

Skills

Portfolio ownership

Renewal forecasting

Customer retention

Adoption programs

Stakeholder communication

QBR delivery

Analytical thinking

KPI management

Escalation handling

Negotiation & renewal

Education

Bachelor's degree in Business/Management/Technology or related field

Job description

About the Role

As a Customer Success Manager you will own a portfolio of Jisr s Mid-Market and SMB customers serving as their trusted point of contact from post-activation through renewal You are accountable for retention adoption and satisfaction across your accounts executing structured engagement plans leading QBRs and health checks spotting risk and expansion signals early and ensuring every customer in your book achieves measurable value from Jisr This role is important for protecting Gross and Net Revenue Retention supporting expansion within your accounts and acting as the voice of the customer back into Product Activation and Support

Responsibilities

1. Portfolio Ownership amp Account Strategy

   Own a portfolio of Mid-Market and SMB accounts accountable for retention adoption and value realization across the customer lifecycle Build and execute account-level success plans tied to each customer s business objectives desired outcomes and KPIs Operate within the Customer Success Structure 2026

2. Collaboration amp Knowledge Sharing

   Share best practices and lessons learned from your accounts with fellow Customer Success Managers to raise the team s overall effectiveness Take part in enablement sessions and case-study reviews to strengthen your skills on relevant SaaS use cases

3. Customer Health Retention amp Value Realization

   Accountable for Gross Retention Net Revenue Retention health scores and adoption metrics across your portfolio Execute QBRs health checks value reviews and renewal preparation cycles for every account in your book on cadence Proactively identify at-risk customers build structured save plans and drive recovery actions through to closure

4. Cross-Functional Alignment amp Escalation

   Own end-to-end escalation management for accounts in your portfolio coordinating across teams until resolution and closing the loop with the customer Partner closely with Activation Support SMEs Product Sales and Finance to deliver a seamless customer journey across handoffs Provide structured customer feedback into Product and Operations to influence the roadmap and process improvements

5. Growth Expansion amp Advocacy

   Identify qualify and progress expansion opportunities and Customer Success Qualified Leads CSQLs within your accounts in partnership with Account Management Generate customer advocacy from your portfolio including references case studies testimonials and success stories Build and maintain executive-sponsor relationships with key stakeholders across your accounts to strengthen long-term partnership

6. Data Reporting amp Continuous Improvement

   Maintain accurate up-to-date account data health scores notes and forecasting in the CS tooling CRM CS platform Use product usage data health signals and adoption metrics to prioritize outreach build save plans and inform renewal forecasts Propose improvements to Customer Success processes playbooks and tools based on patterns observed across your portfolio

Qualifications and Experience

• Bachelor s degree in Business Management Technology or a related field
• 3 - 5 years of experience in Customer Success Account Management or related B2B SaaS roles
• Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment with accountability for retention
• Good understanding of retention models customer health scoring and value realization frameworks
• Experience working with Mid-Market or Enterprise customers preferably in HR Tech or ERP solutions
• Demonstrated ability to partner cross-functionally with Sales Product Activation and Support to drive customer outcomes

Qualifications and Experience Bachelor s degree in Business, Management, Technology, or a related field. 3 - 5 years of experience in Customer Success, Account Management, or related B2B SaaS roles. Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment, with accountability for retention. Good understanding of retention models, customer health scoring, and value realization frameworks. Experience working with Mid-Market or Enterprise customers, preferably in HR Tech or ERP solutions. Demonstrated ability to partner cross-functionally with Sales, Product, Activation, and Support to drive customer outcomes.

Skills

• Customer Success account execution Portfolio management and renewal forecasting Retention adoption and advocacy programs Stakeholder communication and QBR delivery Analytical thinking and KPI management Escalation handling negotiation and renewal conversations