Customer Success Manager

Client of imploy; Riyadh; On-site; SAR 267,840 - 468,720; Full time

Job summary

Client of imploy is seeking an experienced Customer Success Manager in Saudi Arabia to lead customer engagement, onboarding, and expansion efforts. You will manage enterprise accounts, build lasting relationships, and drive product adoption throughout the lifecycle.

The role focuses on optimizing retention, customer satisfaction, and lifetime value through strategic reviews, cross-functional collaboration, and data-driven insights.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• Minimum 6 years of experience in Customer Success, Account Management, Client Relationship Management, or Customer Experience.
• At least 2 years of leadership or team management experience is preferred.
• Experience working with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or Zoho CRM.
• Strong understanding of customer lifecycle management, SaaS business models, and customer engagement strategies is highly desirable.
• Experience managing enterprise or key accounts is considered an advantage.
• Excellent communication, presentation, and negotiation skills.
• Strong relationship-building and stakeholder management abilities.
• Customer-focused mindset with exceptional problem-solving skills.
• Ability to manage multiple customer accounts simultaneously.
• Strong analytical skills with the ability to interpret customer data and KPIs.
• Fluency in English; Arabic is highly desirable.
• Saudi Nationality is required.

Responsibilities

• Build and maintain long-term relationships with key customers and strategic accounts.
• Lead customer onboarding, implementation, and adoption initiatives to ensure a seamless customer experience.
• Develop customer success strategies that improve satisfaction, retention, and lifetime value.
• Act as the primary point of contact for customer inquiries, escalations, and strategic discussions.
• Monitor customer health metrics and proactively identify risks affecting customer retention.
• Conduct regular business reviews with customers to evaluate performance, identify opportunities, and align on future goals.
• Collaborate with Sales, Product, Marketing, and Technical Support teams to deliver exceptional customer experiences.
• Identify upselling and cross-selling opportunities while supporting revenue growth objectives.
• Gather customer feedback and communicate insights to internal stakeholders to drive product and service improvements.
• Monitor Customer Success KPIs and prepare reports for senior leadership.
• Develop customer success playbooks, processes, and best practices to improve operational efficiency.
• Mentor and support Customer Success team members while fostering a customer-centric culture.

Skills

Relationship building

Stakeholder management

Communication skills

Negotiation skills

Analytical thinking

Education

Bachelor's degree in Business Administration/Marketing/Communications/IT

Tools

Salesforce

HubSpot

Microsoft Dynamics

Zoho CRM

Job description

We are seeking an experienced Customer Success Manager to lead customer engagement, drive long‑term client satisfaction, and maximize customer value throughout the customer lifecycle. The successful candidate will build strong client relationships, ensure successful onboarding and product adoption, improve retention, and identify opportunities for account growth. The ideal candidate is a customer‑focused leader with strong relationship‑management skills, a strategic mindset, and experience managing enterprise accounts within a fast‑paced business environment.

Key Responsibilities

• Build and maintain long‑term relationships with key customers and strategic accounts.
• Lead customer onboarding, implementation, and adoption initiatives to ensure a seamless customer experience.
• Develop customer success strategies that improve satisfaction, retention, and lifetime value.
• Act as the primary point of contact for customer inquiries, escalations, and strategic discussions.
• Monitor customer health metrics and proactively identify risks affecting customer retention.
• Conduct regular business reviews with customers to evaluate performance, identify opportunities, and align on future goals.
• Collaborate with Sales, Product, Marketing, and Technical Support teams to deliver exceptional customer experiences.
• Identify upselling and cross‑selling opportunities while supporting revenue growth objectives.
• Gather customer feedback and communicate insights to internal stakeholders to drive product and service improvements.
• Monitor Customer Success KPIs and prepare reports for senior leadership.
• Develop customer success playbooks, processes, and best practices to improve operational efficiency.
• Mentor and support Customer Success team members while fostering a customer‑centric culture.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
• Minimum 6 years of experience in Customer Success, Account Management, Client Relationship Management, or Customer Experience.
• At least 2 years of leadership or team management experience is preferred.
• Experience working with CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or Zoho CRM.
• Strong understanding of customer lifecycle management, SaaS business models, and customer engagement strategies is highly desirable.
• Experience managing enterprise or key accounts is considered an advantage.
• Excellent communication, presentation, and negotiation skills.
• Strong relationship‑building and stakeholder management abilities.
• Customer‑focused mindset with exceptional problem‑solving skills.
• Ability to manage multiple customer accounts simultaneously.
• Strong analytical skills with the ability to interpret customer data and KPIs.
• Fluency in English; Arabic is highly desirable.
• Saudi Nationality is required.