Customer Success Manager (Key Accounts)

About the role

The Customer Success Manager (Key Accounts) will own the day‑to‑day commercial and operational relationship for a portfolio of Time & Material and Managed Services client accounts in Saudi Arabia. You will act as the trusted operational point of contact, ensuring revenue recovery, SLA compliance and seamless coordination between client and internal teams.

Key responsibilities

• Provide end‑to‑end operational governance for multiple concurrent client accounts.
• Set up, track and monitor SLA commitments distinct from project milestones.
• Maintain structured process controls to document, track and audit all account commitments.
• Ensure all client‑approved costs are billed promptly and identify revenue‑leakage gaps.
• Own the monthly timesheet governance cycle, convert approved timesheets into signed delivery notes, and reconcile them with client purchase orders.
• Manage the delivery‑note sign‑off process and hand over signed packages to Finance on time.
• Serve as the single point of contact for day‑to‑day queries, billing disputes and service complaints, escalating only when necessary.
• Translate operational issues for internal stakeholders (Sales, Delivery, HR, Finance) and build trust with client management.

Required profile

• Minimum 72 months (6 years) of experience in customer success, key‑account or managed‑services environments.
• Proven ability to manage commercial relationships, billing cycles and SLA governance.
• Strong stakeholder‑management skills across sales, finance, HR and delivery teams.

Required skills

• ISO IEC 20000
• SLA frameworks
• KSA labor compliance
• Iqama handling
• Delivery Note governance
• WPS
• Timesheet billing
• GOSI
• ITIL