Customer Success Manager

About the role

We are seeking a customer‑focused professional to help organizations in Saudi Arabia maximize the value of a modern SaaS platform. You will own the end‑to‑end customer journey, from onboarding through long‑term adoption, ensuring measurable business outcomes.

Key responsibilities

• Own the customer lifecycle from post‑implementation onboarding to full platform adoption and ongoing success.
• Build strong relationships with key stakeholders, including operational teams, project leaders, and executive sponsors.
• Act as a strategic advisor by sharing best practices, driving engagement, and helping customers achieve measurable value.
• Develop and execute customer success plans aligned with business objectives and adoption goals.
• Lead regular customer meetings, executive check‑ins, and business reviews.
• Monitor health, adoption metrics, satisfaction levels, and renewal indicators; identify risks and implement proactive solutions.
• Manage escalations by coordinating with internal teams and ensuring timely resolution.
• Maintain scalable success processes, playbooks, and operational frameworks.
• Partner with Sales to identify expansion opportunities, support renewals, and contribute to account growth.
• Gather customer feedback and collaborate with Product teams to prioritize enhancements.

Required profile

• Proven experience as a Customer Success professional in SaaS environments.
• Strong ability to build and maintain meaningful customer relationships.
• Strategic thinking combined with hands‑on execution skills.
• Comfortable working cross‑functionally with Sales, Product, Support, Engineering, and Professional Services.

Required skills