Senior Customer Success Manager

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

Job summary

An established industry player is seeking a Senior Customer Success Manager to lead a dynamic team focused on client satisfaction and retention. This role involves developing strategies to enhance customer engagement and ensuring clients achieve their desired outcomes with innovative solutions. You will mentor a team of professionals, collaborate with cross-functional teams, and identify opportunities for growth while advocating for customer needs. If you are passionate about driving success and have a proven track record in customer relationship management, this is an exciting opportunity to make a significant impact in a vibrant and supportive environment.

Qualifications

• 4+ years of experience in customer success or account management.
• Strong leadership and mentoring abilities in a team environment.

Responsibilities

• Lead customer relationship management strategy to enhance satisfaction.
• Develop engagement plans and conduct regular check-ins with clients.

Skills

Customer Relationship Management

Leadership

Communication Skills

Data Analysis

Interpersonal Skills

Education

Bachelor's degree in Business

Bachelor's degree in Management

Job description

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:

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

Desired Candidate Profile:

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

Company Industry:

• IT - Software Services

Department / Functional Area:

• Helpdesk
• Customer Service
• Telecalling

Keywords:

• Senior Customer Success Manager