Customer Success Manager

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Customer Success Manager

On behalf of one of our valued clients - a leading HR technology company in Saudi Arabia

About the Client: Our client is a rapidly growing HR solutions platform that empowers organizations with innovative, technology-driven tools to manage people, performance, and engagement. The company is redefining the employee experience through digital transformation and data-based decision-making, providing smart solutions to enhance organizational success.

About the Role: We are hiring a Customer Success Manager to lead and inspire the Customer Success team, ensuring an exceptional experience for clients at every stage of their journey. The ideal candidate will be responsible for managing key accounts directly, driving client satisfaction and retention, and contributing to the company's overall growth and customer centric vision.

Key Responsibilities

• Lead and coach the Customer Success team, assign daily tasks, and monitor performance to ensure high-quality service delivery.
• Manage a portfolio of key clients, building strong and long-term professional relationships.
• Handle client inquiries and issues promptly, ensuring effective and lasting resolutions.
• Analyze client needs and recommend solutions that enhance product adoption and satisfaction.
• Collaborate with internal teams (Sales, Product, Technical Support, and Operations) to ensure a seamless and consistent client experience.
• Track and analyze key performance indicators (e.g., customer satisfaction, renewal rates, response time).
• Prepare periodic reports on team performance, client feedback, and areas for improvement.
• Contribute to developing customer success strategies and internal best practices.
• Support onboarding and training of new team members to strengthen communication and problem-solving skills.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service, Public Relations, and Sales

Industries

IT Services and IT Consulting and Human Resources Services