Location
Riyadh, Saudi Arabia
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About the Role
As we continue to grow across the public and enterprise sectors, we are looking for a Senior Customer Success Manager to lead and manage government and strategic accounts. This role goes beyond traditional SaaS customer success—you will act as a trusted advisor and account lead, owning end-to-end delivery, managing complex stakeholder environments, and translating media monitoring insights into actionable value for clients.
What You’ll Be Doing
- Own and manage a portfolio of government and enterprise accounts, acting as the primary point of contact across all stakeholders.
- Lead end-to-end account delivery, ensuring projects, reporting cycles, and commitments are executed on time and to a high standard.
- Translate media monitoring and social listening insights into strategic recommendations that drive client outcomes.
- Drive customer adoption, engagement, and retention through proactive account planning and value realization.
- Build strong, trust-based relationships with senior stakeholders, including within government entities.
- Identify opportunities for account growth, including upsell and cross-sell of additional solutions.
- Collaborate closely with Product, Support, and Professional Services teams to deliver seamless customer experiences.
- Act as the voice of the customer, feeding structured insights back into the business.
- Monitor and report on key success metrics (e.g., adoption, NPS, campaign performance, sentiment trends).
Requirements
- 5+ years of experience in account management, customer success, or client services, preferably within:
- Media monitoring / social listening platforms
- Digital, PR, or communications agencies
- CX or insights-driven SaaS environments
- Proven experience working with government or public sector clients, managing complex stakeholder structures.
- Strong background in project delivery, with the ability to manage timelines, reporting, and client expectations end-to-end.
- Experience translating data and insights into clear, actionable recommendations for clients.
- Commercially minded, with experience identifying and driving account growth opportunities.
- Excellent communication skills, with the ability to simplify complex concepts for non-technical audiences.
- Tech-savvy and comfortable working with CRM and customer success tools (e.g., HubSpot, ChurnZero).
- Fluent in English and Arabic.
- Highly proactive, organized, and client-centric in approach.
Who Will Succeed in This Role
Someone who thinks like an account owner, not just a platform enabler—comfortable navigating government environments, leading delivery, and turning insights into real client impact.
