Senior Customer Success Manager, SaaS HR Tech

Jisr | جسر; Riyadh; On-site; SAR 180,000 - 260,000; Full time

Job summary

Jisr is seeking a Customer Success Manager to own a portfolio of Mid‑Market and SMB customers, guiding them from post-activation through renewal. You will own retention, adoption, and satisfaction, driving structured engagement plans and health checks to ensure measurable value across the book.

You will collaborate with Activation, Support, Product, Sales, and Finance to deliver a seamless journey, identify expansion signals, and protect revenue retention targets.

Qualifications

• Bachelor's degree in Business, Management, Technology, or a related field.
• 3-5 years of experience in Customer Success, Account Management, or related B2B SaaS roles.
• Proven experience owning a portfolio of Mid‑Market or SMB accounts in a B2B SaaS environment.

Responsibilities

• Own a portfolio of Mid‑Market and SMB accounts, accountable for retention, adoption, and value realization across the customer lifecycle.
• Build and execute account-level success plans tied to each customer’s objectives, outcomes, and KPIs.
• Operate within the Customer Success Structure 2026.
• Share best practices with fellow CSMs to raise team effectiveness.
• Coordinate enablement sessions and case-study reviews to strengthen skills on SaaS use cases.
• Accountable for Gross and Net Revenue Retention, health scores, and adoption metrics.

Skills

Portfolio management

Renewal forecasting

Customer success

Cross-functional collaboration

Analytical thinking

Negotiation

Education

Bachelor's degree in Business/Management/Tech

Job description

Jisr is seeking a Customer Success Manager to own a portfolio of Mid‑Market and SMB customers, guiding them from post-activation through renewal. You will own retention, adoption, and satisfaction, driving structured engagement plans and health checks to ensure measurable value across the book.

You will collaborate with Activation, Support, Product, Sales, and Finance to deliver a seamless journey, identify expansion signals, and protect revenue retention targets.