Strategic Customer Success Manager: Growth & Retention

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

Job summary

Jisr seeks a Customer Success Manager to own a portfolio of Mid-Market and SMB customers, serving as the trusted contact from post-activation through renewal. You will drive retention, adoption, and measurable value while executing structured engagement plans and leading QBRs and health checks.

You will proactively identify risks and expansion signals, working with Activation, Support, Product, Sales, and Finance to deliver a seamless customer journey and protect revenue across your book.

Qualifications

• Bachelor's degree in Business, Management, Technology, or a related field.
• 3–5 years in Customer Success, Account Management, or related B2B SaaS roles.
• Proven experience owning a portfolio of Mid-Market or SMB accounts with retention accountability.
• Experience with HR Tech or ERP solutions is a plus.

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, KPIs, and outcomes.
• Share best practices and lessons learned with fellow CS Managers to raise team effectiveness and participate in enablement sessions.
• Manage health, retention, and adoption metrics; run QBRs, health checks, and renewal prep cycles for every account.
• Coordinate end-to-end escalation management across Activation, Support, SMEs, Product, Sales, and Finance for a seamless journey.
• Identify, qualify, and progress expansion opportunities and customer advocacy (references, case studies, testimonials).

Skills

Portfolio ownership

Renewal forecasting

Customer retention

Adoption programs

Stakeholder communication

QBR delivery

Analytical thinking

KPI management

Escalation handling

Negotiation & renewal

Education

Bachelor's degree in Business/Management/Technology or related field

Job description

Jisr seeks a Customer Success Manager to own a portfolio of Mid-Market and SMB customers, serving as the trusted contact from post-activation through renewal. You will drive retention, adoption, and measurable value while executing structured engagement plans and leading QBRs and health checks.

You will proactively identify risks and expansion signals, working with Activation, Support, Product, Sales, and Finance to deliver a seamless customer journey and protect revenue across your book.