About the role
As a Customer Success Manager, you will own the end-to-end customer journey for a portfolio of strategic and high-impact accounts. You will be accountable for customer health, adoption, satisfaction, and retention, while identifying growth opportunities in close collaboration with Sales.
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This role requires strong strategic thinking, stakeholder management, and the ability to proactively manage risk and value realization across complex customer environments. In line with Saudization requirements, we are currently prioritizing Saudi national candidates for this position.
What you'll do
Strategic Customer Ownership
- Own the customer relationship from post-signature through adoption, growth, and maturity
- Serve as the primary operational point of contact for customers
- Develop and execute customer success plans aligned with business and regulatory objectives
- Lead cadence calls, health reviews, and Executive Business Reviews
Customer Health, Risk & Retention
- Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS)
- Proactively identify churn risks and define mitigation plans
- Escalate issues in a structured and timely manner
- Ensure no-surprise renewals through early risk visibility
Adoption & Value Realization
- Drive consistent and deep adoption of FOCAL within contracted scope
- Support customers in optimizing workflows and configurations
- Guide customers toward advanced use cases and best practices
Growth & Expansion Signals
- Identify and document expansion, upsell, or cross-sell opportunities
- Partner with Sales to position growth opportunities effectively
- Contribute to case studies, references, and advocacy initiatives
Leadership & Mentorship
- Mentor Junior CSMs and contribute to onboarding new team members
- Provide feedback on processes, tooling, and customer experience improvements
- Act as a role model for structured, proactive Customer Success
Success Indicators
- Majority of portfolio consistently Green in health status
- Strong CSAT and NPS performance across owned accounts
- Reduced churn risk and effective escalation management
- Documented expansion opportunities generated from the customer base
- Positive feedback from customers and internal stakeholders
Qualifications
- 5–8+ years of experience in Customer Success or strategic account management
- Experience managing complex, enterprise, or regulated customers
- Strong stakeholder management and executive communication skills
- Proven ability to manage risk, adoption, and customer outcomes
- Advanced experience with Salesforce and CS tooling
Benefits
- You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting space.
- You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
- The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best
- You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI.
- We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves.
