Customer Success Manager

SSC; Saudi Arabia; On-site; SAR 80,000 - 100,000; Full time

Job summary

A leading tech firm in Saudi Arabia is looking for a Customer Success Manager to ensure client satisfaction and retention. This role involves guiding customers through onboarding, managing relationships, resolving issues proactively, and identifying growth opportunities. The ideal candidate has a proven track record in customer success and strong analytical skills.

Qualifications

• Proven experience in customer success or related field.
• Strong knowledge of relationship management principles.
• Ability to analyze data and identify trends.

Responsibilities

• Guide new customers through onboarding and training.
• Build and maintain strong relationships with client stakeholders.
• Track customer usage and identify areas for improvement.
• Identify opportunities for up-selling and cross-selling.

Skills

Customer relationship management

Problem-solving

Communication

Analytical skills

Sales proficiency

Job description

Customer Success Manager (CSM),

plays a crucial role in ensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long‑term usage. They build relationships, address concerns, and identify opportunities for growth and expansion.

Key Responsibilities of a Success Manager (CSM):

• Customer Onboarding and Training: Guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively.
• Relationship Management: Building and maintaining strong, trusting relationships with key client stakeholders.
• Proactive Issue Resolution: Identifying potential problems early and working to solve them before they impact customer satisfaction.
• Performance Monitoring: Tracking and analyzing customer usage, identifying trends, and flagging areas for improvement.
• Customer Success Planning: Helping clients develop and achieve their goals using the product or service.
• Up‑selling and Cross‑selling: Identifying opportunities to expand client relationships and increase revenue.
• Internal Collaboration: Working with sales, product, and other internal teams to ensure client success.
• Feedback Collection: Gathering customer feedback and providing it to internal teams to improve the product or service.

Additional Role: A Cyber Security Pre‑sales Consultant

The Cyber Security Pre‑sales Consultant is responsible for driving revenue growth by providing technical expertise, conducting services demonstrations, mainly in the area of GRC, and assisting in the development of proposals and solutions for clients. They act as a trusted advisor, understanding client needs and communicating insights to the sales team.

The services provided in this domain include IT framework, ISO 27001, CCC, GRC domain, etc.