Data-Driven Customer Success Manager — Lead Growth & Retention

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

Benefits offered by this job

Competitive pay

Diverse environment

Business casual

Job summary

moomoo is seeking an experienced Customer Success Manager to build and lead a high-performing team of specialists, driving retention, expansion, and overall customer satisfaction. You will act as a strategic leader, optimize processes, and collaborate cross-functionally to achieve business goals.

The role requires 5+ years in customer success with at least 2 years in people leadership, fluency in Arabic and strong business English, and familiarity with CRM systems and financial markets.

Qualifications

• Bachelor's degree in business, finance, or a related field.
• Minimum 5 years of relevant experience, including at least 2 years of directly managing customer success, customer service, or sales support team.
• Languages: Arabic (Native/Fluent), English (Business level), Mandarin preferred but not mandatory.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Knowledge of financial markets and stockbroking processes.
• Proficiency in customer service software and CRM systems.
• Adaptability to handle rotational shifts for foreign and domestic market requirements.

Responsibilities

• Lead and manage a team of customer service representatives, providing direction, mentorship, and performance management.
• Oversee escalated customer inquiries and complaints, ensuring timely and effective resolution, and cultivate strong client relationships.
• Analyze client feedback and use data to drive improvements in satisfaction and identify upsell or expansion opportunities.
• Identify and implement process improvements to streamline workflows and enhance efficiency, including renewal and expansion procedures.
• Design and deliver training programs for CS staff and provide ongoing coaching for growth.
• Prepare and analyze KPI reports to identify trends and inform strategic decisions across departments.
• Collaborate with operations, compliance, and sales to ensure a cohesive customer experience and regulatory compliance.

Skills

Leadership

Customer Success

CRM

Data analysis

Training & coaching

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree

Tools

CRM software

Job description

moomoo is seeking an experienced Customer Success Manager to build and lead a high-performing team of specialists, driving retention, expansion, and overall customer satisfaction. You will act as a strategic leader, optimize processes, and collaborate cross-functionally to achieve business goals.

The role requires 5+ years in customer success with at least 2 years in people leadership, fluency in Arabic and strong business English, and familiarity with CRM systems and financial markets.