Customer Success Executive (Saudi Accent)

Nasoft is currently seeking a Customer Success Executive to join our client’s team. This role is essential in ensuring customer satisfaction, supporting users throughout their journey, and building strong, long-term relationships. The ideal candidate will be responsible for guiding customers, resolving inquiries, and enhancing overall client experience.

Key Responsibilities:

• Manage the onboarding process for SMB customers and ensure a smooth product adoption experience.
• Handle daily customer inquiries through calls, messages, and WhatsApp, ensuring fast and effective resolution.
• Maintain regular engagement with customers to improve retention and product usage.
• Monitor customer activity, identify usage gaps, and proactively re-engage low-usage accounts.
• Educate customers on new features, product updates, and best practices to maximize value.
• Identify upselling and cross-selling opportunities based on customer needs.
• Log all customer interactions, issues, and follow-ups accurately within the CRM.
• Coordinate with Product and Technical teams to escalate and resolve complex issues.
• Prepare periodic reports on customer health, usage trends, and satisfaction levels.
• Perform any other related duties as assigned.

Requirements

• Bachelor’s degree or diploma in Business, Communications, or any related field.
• 1–3 years of experience in Customer Success, Account Management, Customer Support, or SaaS onboarding.
• Saudi/Gulf dialect is highly preferred.
• Experience with SaaS platforms or GCC-based clients is a strong plus.
• Strong communication and customer empathy skills.
• Good problem-solving, conflict-resolution, and time-management abilities.
• Familiarity with CRM systems and customer lifecycle metrics.

• Total working hours: 9 hours daily (8 hours work + 1-hour break).
• Work mode: Office-based
• Location: Sheikh Zayed.
• Two days off per week.
• Performance evaluation based on customer retention, activation rate, response time, task completion, and customer satisfaction.

Benefits

• Competitive base salary + attractive commission structure.
• Professional development and career advancement opportunities.
• Supportive, energetic, and multicultural team environment.
• Social and medical insurance coverage.
• Learning & Development programs (L&D)