Customer Success Manager (MENA, Arabic Speaking)

Job summary

The role involves managing the long-term health and retention of a portfolio of accounts in the MENA region, focusing on relationship building and ensuring customers achieve significant business outcomes.

Qualifications

• Minimum of 3 years of experience in a Customer Success role, preferably in a SaaS or technology environment.
• Proven track record in managing commercial and retention targets.
• Proficient in Arabic at a professional or native level.

Responsibilities

• Oversee customer retention and manage renewals, collaborating with Account Managers on business reviews and growth opportunities.
• Build and maintain trusted relationships with executive stakeholders, aligning solutions with customer goals.
• Drive customer adoption through effective onboarding and training initiatives.
• Increase account value by expanding product usage across teams and departments.
• Act as the customer's advocate by providing product feedback and managing expectations.
• Maintain accurate records in CRM systems and partner with support teams to resolve customer issues.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

Skills

• Excellent communication and presentation abilities.
• Strong understanding of social media platforms and monitoring tools.
• Organizational skills to manage multiple priorities in a fast-paced environment.
• Proactive problem-solving and critical-thinking skills.
• Familiarity with data analysis and Boolean search logic.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Experience with CRM and customer success tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.