Customer Success Manager

Omniful; Riyadh; On-site; USD 40,000 - 70,000; Full time

Job summary

Omniful is seeking a Customer Success Manager to advocate for customers and help them achieve maximum value from our solutions. The role involves managing customer onboarding, training, and ongoing engagement to foster long-term success and enhance product adoption.

Benefits

Impactful Work

Innovative Culture

Qualifications

• 3-5+ years in customer success or related role.
• Experience within SaaS or B2B technology.
• Strong communication and relationship-building skills.

Responsibilities

• Manage customer onboarding and product adoption processes.
• Build relationships with key stakeholders and monitor customer health metrics.
• Work closely with account managers on customer goals and strategy.

Skills

Communication Skills

Project Management

Collaboration

Data-Driven

Proactive Problem-Solving

Adaptability

Job description

As a Customer Success Manager (CSM) at Omniful, you will be the primary advocate and guide for our customers, helping them achieve success and maximize value from our solutions. Working as part of the Operations team, you will focus on product adoption, training, and ongoing engagement, ensuring customers derive the full benefit from Omnifuls offerings. This role works in close partnership with the Account Manager, who manages the commercial relationship, to deliver a seamless customer experience and foster long-term success.

Key Responsibilities:

• Customer Onboarding and Adoption:
• Lead and manage the customer onboarding process, ensuring a smooth transition and effective setup of Omnifuls solutions tailored to each customers needs.
• Develop and deliver training programs to drive product adoption and proficiency, enabling customers to maximize the value of Omnifuls offerings.
• Create and execute customized success plans, setting clear milestones and success metrics that align with customer goals and business objectives.
• Customer Relationship Management:
• Build strong, trusted relationships with key stakeholders within customer organizations, serving as their advocate and point of contact for all non-commercial matters.
• Proactively engage with customers to understand their needs, challenges, and goals, providing strategic guidance and best practices for using Omnifuls solutions.
• Monitor customer health metrics and conduct regular check-ins to ensure satisfaction, address issues, and identify opportunities for further product utilization.
• Collaboration with Account Managers:
• Work closely with the Account Manager assigned to each customer to ensure alignment on customer goals, account plans, and overall strategy.
• Share insights and feedback regarding customer product usage, satisfaction, and potential areas for upselling or cross-selling.
• Support the Account Managers efforts to expand the customer relationship by demonstrating the value of Omnifuls solutions in driving operational efficiency and growth.
• Product Feedback and Improvement:
• Gather and relay customer feedback to Product and Engineering teams, helping to shape the product roadmap and prioritize enhancements based on customer needs.
• Collaborate with Product and Customer Support teams to resolve escalated issues, ensuring timely and effective problem resolution.
• Customer Advocacy and Engagement:
• Identify and cultivate customer advocates, encouraging participation in case studies, testimonials, and other customer success initiatives.
• Organize and host webinars, workshops, and user groups to drive engagement, promote knowledge sharing, and showcase new product features.
• Contribute to thought leadership content, such as customer success stories and best practices guides, to highlight Omnifuls impact.

Qualifications:

• Experience: 3-5+ years in customer success, account management, or a related role within SaaS, B2B technology, or supply chain solutions.
• Customer-Centric Approach: Deep commitment to understanding and addressing customer needs, with a focus on delivering value and ensuring long-term success.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to engage with both technical and non-technical stakeholders.
• Project Management: Strong organizational skills and the ability to manage multiple customer engagements, balancing priorities effectively.
• Collaboration: Experience working cross-functionally with Sales, Product, and Customer Support teams to deliver a seamless customer experience.
• Proactive Problem-Solving: Ability to anticipate challenges, address issues quickly, and drive solutions that maximize customer satisfaction.
• Data-Driven: Proficiency in using data and metrics to track customer health, identify trends, and inform strategic decision-making.
• Empathy and Relationship-Building: Ability to build strong, trust-based relationships with customers, understanding their unique needs and goals.
• Adaptability: Comfort with change and a proactive approach to learning new features, processes, and industry developments.

Why Join Omniful?

• Impactful Work: Directly influence the growth of a fast-scaling company at the forefront of operations and supply chain management.
• Innovative Culture: Join a team committed to continuous improvement, creativity, and excellence.

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