About the Role
We’re growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience. For this role, you will focus specifically on government and public sector entities, partnering closely with stakeholders to ensure long-term value realization, adoption, and trust.
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The company works with large-scale governmental organizations, and we’re looking for a Customer Success Manager who understands the importance of structure, stakeholder alignment, and high service standards in public sector environments.
What You’ll Be Doing
- Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them
- Bridge the gap between the customer being onboarded and gaining value from our services
- Find strategic and consistent ways to keep our clients engaged & using our products regularly, increasing our adoption
- Build strong relationships with our customers rooted in trust and build customer loyalty through them
- Help our customers set-up and navigate our platform
- Identify which of our products could further bring value to our customers and up/cross-sell
- Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them
- Work closely with the Customer Support, Professional Services, Product & Sales team to deliver an exceptional customer experience
- Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally
Who You Are
- You’re proactive and don’t wait for the customer to reach out to you with a problem to know what they need or what challenges they’re facing
- You’re tech-savvy, and are comfortable navigating CRM tools such as HubSpot
- You’re also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc
- You’re a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner
- You’re also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones
- You’re extremely customer centric - you put empathy at the forefront of customer interactions
- You have 3-5 years of experience in a similar role, and have a deep understanding of B2B SaaS
- You’re comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them
Additional Requirement
- This role requires a Saudi National, due to the nature of government-sector engagement.
What the Hiring Process Will Look Like
- Screening call with TA
- Technical interview with the hiring manager
- Offer
Location
Riyadh, Saudi Arabia
