Customer Success Manager (B2B)

Job Overview

The Customer Success Manager B2B is responsible for managing key account relationships and ensuring long-term client satisfaction across Starlinks B2B segment. This role requires close collaboration with Sales, Operations, and Customer Support to deliver service excellence, develop customer-focused strategies, and identify opportunities for commercial growth. The position also involves leading a team to enhance customer experience and ensure seamless operational execution.

Key Responsibilities

Client Relationship & Engagement

• Maintain and grow strategic relationships with key B2B clients to ensure long-term retention.
• Act as the primary point of contact for escalations, contract renewals, and service performance discussions.

Customer Success Operations

• Design and oversee the implementation of end-to-end onboarding and success management frameworks.
• Collaborate with internal departments to ensure service level agreements (SLAs) are met.

Performance Reporting & Data Analytics

• Develop and present client-specific dashboards covering KPIs, service performance, and improvement opportunities.
• Utilize analytics to track trends and identify pain points impacting service delivery.

Process Improvement & Compliance

• Recommend and implement improvements to policies, procedures, and controls within the Customer Success function.
• Ensure SOPs and customer interaction standards are regularly reviewed and optimized.

Business Reviews & Growth Planning

• Conduct regular business review meetings with clients to align on KPIs, progress, and areas for collaboration.
• Develop client growth plans to capture upselling and cross-selling opportunities.

Team Leadership & Capability Building

• Lead and mentor the Customer Success team, fostering a customer-first mindset and a culture of excellence.
• Build the team's technical, commercial, and communication capabilities in line with customer needs.

Cross-Functional Coordination

• Collaborate with Sales, Operations, and Finance to ensure seamless client delivery and support.
• Manage cross-functional escalations to resolve issues affecting customer satisfaction.

Revenue & Invoicing Management

• Oversee the invoicing process for B2B clients, ensuring accuracy and timely delivery.
• Support Finance in payment follow-ups and dispute resolution.

Performance Expectations

Customer Relationship Management

• Maintain high client satisfaction scores and positive feedback across key accounts.
• Ensure timely resolution of client issues and proactive communication.

Operational Excellence

• Maintain high accuracy and timeliness in reports, invoicing, and onboarding documentation.
• Ensure SOPs and SLAs are consistently followed and updated as required.

Commercial Contribution

• Identify and convert upselling opportunities within the existing B2B client base.
• Support revenue growth through enhanced client retention and engagement strategies.

Team Development

• Conduct regular performance and development reviews with team members.
• Build a high-performing team culture with a focus on service delivery and customer engagement.

Qualifications & Experience

• Bachelor's degree in Business Administration, Sales & Marketing, Supply Chain, or related field.
• 5+ years experience in B2B customer success, account management, or client servicing.
• Strong experience in supply chain/logistics industry (preferred).
• Proven record of managing large clients, driving revenue growth, and leading teams.
• Fluent in both Arabic and English, spoken and written.

Technical Competencies

• Key Account Management
• Customer Onboarding
• Commercial Acumen
• Service Delivery Planning
• Operational Reporting & Dashboards
• CRM & Customer Data Tools