Strategic SaaS Customer Success Manager

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

Job summary

Jisr, a leading Saudi HR and payroll platform, seeks an experienced Customer Success Manager to own a portfolio of Mid-Market and SMB customers. You will be the trusted contact from post-activation through renewal, driving retention, adoption, and measurable value while coordinating across Activation, Support, Product, and Finance for a seamless customer journey.

You will lead structured engagement plans, conduct health checks, spot risk early, and contribute to product feedback to improve the

Qualifications

• Bachelor’s degree required.
• 3–5 years 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 business objectives, desired outcomes, and KPIs.
• Operate within the Customer Success Structure 2026.
• Share best practices and lessons learned from your accounts with fellow Customer Success Managers to raise the team’s overall effectiveness.
• Take part in enablement sessions and case-study reviews to strengthen your skills on relevant SaaS use cases.
• Accountable for Gross Retention, Net Revenue Retention, health scores, and adoption metrics across your portfolio.
• Execute QBRs, health checks, value reviews, and renewal preparation cycles for every account in your book on cadence.
• Proactively identify at-risk customers, build structured save plans, and drive recovery actions through to closure.
• Own end-to-end escalation management for accounts in your portfolio, coordinating across teams until resolution and closing the loop with the customer.
• Partner closely with Activation, Support, SMEs, Product, Sales, and Finance to deliver a seamless customer journey across handoffs.
• Provide structured customer feedback into Product and Operations to influence the roadmap and process improvements.

Skills

Portfolio management

Client retention

Cross-functional collaboration

QBR delivery

Data-driven decisions

SaaS metrics

Education

Bachelor’s degree in Business/Management/Technology

Job description

Jisr, a leading Saudi HR and payroll platform, seeks an experienced Customer Success Manager to own a portfolio of Mid-Market and SMB customers. You will be the trusted contact from post-activation through renewal, driving retention, adoption, and measurable value while coordinating across Activation, Support, Product, and Finance for a seamless customer journey.

You will lead structured engagement plans, conduct health checks, spot risk early, and contribute to product feedback to improve the