Senior Customer Success Manager

The Customer Success team at the company is focused on accelerating adoption and business outcomes by guiding customers on their fastest path to value with the company. By leveraging deeply consultative skills and strong product knowledge, Senior Customer Success Managers align with customers throughout their journey to understand their desired business outcomes, empower them to maximize the value of their existing use cases, and optimize for growth into new use cases across their business – ultimately working to ensure continuous value and return on their investment.

Key Areas of Responsibility (What You’ll Do)

• Work with customers across KSA.
• Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring successful onboarding onto the company, increasing adoption, ensuring retention, growth, and overall customer satisfaction.
• Align closely with key customer stakeholders to ensure that the vision, implementation plan, and desired business outcomes established pre-sales are supported by clear objectives, action items, owners, and sponsors.
• Have a strong command of the company’s unique value proposition, the business value our key solutions drive, our approach to operationalizing Everyday AI, and common use cases and best practices. Be able to effectively leverage the above to guide customers on their journey with the company.
• Develop a deep understanding of a customer's business, use cases, and outcomes in order to guide them to achieve these via the company’s product and services.
• Continuously advise customers on leveraging the company to implement data science projects from design to production.
• Monitor customers’ achievement of desired outcomes and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders.
• Establish regular touchpoints with assigned customers per established best practices, to review progress against strategic business and technical product objectives.
• Leverage Customer Adoption & Health analytics to identify potential risks or opportunities for expansion, with a focus on translating this data into actionable advice.
• Effectively prioritize and orchestrate the resolution of customer requests or issues.
• Develop trusted and collaborative relationships with internal stakeholders and business partners, including Sales, Sales Engineering, Services, Support, Partnerships, Product, and Marketing.
• Champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth.
• Stay current on the company’s products, competitive landscape, & data science trends.
• Embrace and contribute to the Customer Success team methodologies.

Requirements (Experience)

• Fluency in English and native Arabic are a must-have.
• Minimum seven (7) years of professional experience in customer success, technical account management, or client relationship management roles with a demonstrated history of increasing adoption, retention, and customer satisfaction.
• Experience managing a fast-growing book of accounts, with account sizes ranging from ~$200k to multi-million dollar ARR across the Forbes Global 2000 and beyond.
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Analyst to C-level).
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations.
• Project management and storytelling skills.
• Strong technical, analytic, and problem-solving skills.

You may be a good fit for this role if you:

• Have a never-ending intellectual curiosity, are detail-oriented, and analytical.
• Have experience in hyper-growth, product-based technology companies.
• Are passionate about technology, the data and analytics space, and enjoy learning new solutions, features/functionalities and translating these into solutions that drive business value for customers.
• Understand the importance of being a self-motivated team player.
• Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment.