Senior Customer Success Manager

Lucidya; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading tech company in customer experience located in the Riyadh Region seeks a Customer Success Manager. The role focuses on improving customer satisfaction, leading a team, and managing client relationships. Candidates should possess a Bachelor’s degree and at least 4 years of relevant experience. This is a position 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.
• Experience in the SaaS OR Marketing Agency industry is preferred.

Responsibilities

• Own and lead the customer relationship management strategy.
• Develop and execute engagement plans to ensure customer outcomes.
• Conduct regular check-ins and business reviews with clients.

Skills

Customer relationship management

Leadership

Communication skills

Data analysis

Education

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

Job description

Overview

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.

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.

Qualifications

• 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.