Senior Customer Success Manager

Lucidya; Riyad Al Khabra; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading AI solutions provider in Saudi Arabia seeks a Senior Customer Success Manager to ensure client satisfaction and retention. The role involves leading a team, developing customer engagement strategies, and acting as the advocate for clients. Ideal candidates have a bachelor's degree and at least 4 years in customer success roles. This position is exclusively for Saudi nationals.

Qualifications

• Minimum 4 years of experience in customer success, account management, or similar roles.
• Proven track record in managing client relationships and driving retention.
• Strong leadership and mentoring abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze data & metrics to inform and support decision-making.
• Experience in the SaaS OR Marketing Agency industry is preferred.
• This position is only for Saudi nationals.

Responsibilities

• Own and lead the customer relationship management strategy to improve customer satisfaction.
• Develop and execute engagement plans ensuring customers achieve their desired outcomes.
• Conduct regular check-ins and business reviews with clients, offering insights.
• Collaborate with cross-functional teams to ensure customers are receiving optimal value.
• Lead a team of Customer Success professionals, providing coaching and guidance.
• Identify upsell and cross-sell opportunities and work closely with the sales team.
• Serve as the customer's advocate, sharing feedback with product and engineering teams.

Skills

Client relationship management

Leadership and mentoring

Communication skills

Data analysis

Education

Bachelor’s degree in Business, Management, or a related field

Job description

At Lucidya, we are on a mission to empower businesses in the MENA region through our advanced AI and big data technologies, leading the way in customer experience management tools specifically designed for the Arabic language.

As a Senior Customer Success Manager, you will play a crucial role in ensuring our clients achieve their desired outcomes while using our solutions. You will lead and mentor a team of Customer Success professionals, driving engagement, retention, and overall client satisfaction with Lucidya’s products.

Key Responsibilities

• Own and lead the customer relationship management strategy to improve customer satisfaction and drive retention.
• Develop and execute engagement plans ensuring customers achieve their desired outcomes.
• Conduct regular check-ins and business reviews with clients, offering insights and recommendations.
• Collaborate with cross-functional teams to ensure customers are receiving optimal value from our products.
• Lead a team of Customer Success professionals, providing coaching and guidance to enhance team effectiveness.
• Identify upsell and cross-sell opportunities and work closely with the sales team to drive growth.
• Serve as the customer's advocate, sharing feedback with product and engineering teams to drive product improvements.

Requirements

• Bachelor’s degree in Business, Management, or a related field.
• Minimum 4 years of experience in customer success, account management, or similar roles.
• Proven track record in managing client relationships and driving retention.
• Strong leadership and mentoring abilities.
• Excellent communication and interpersonal skills.
• Ability to analyze data & metrics to inform and support decision‑making.
• Experience in the SaaS OR Marketing Agency industry is preferred.
• This position is only for Saudi nationals.