Customer Success Manager

Lead customer outcomes. Drive adoption. Protect and grow revenue. Customer Success Manager - Saudi Arabia

Location: Riyadh, Saudi Arabia

Role Summary

The Customer Success Manager is responsible for driving successful customer outcomes across assigned accounts by ensuring adoption, value realization, retention, and growth. The role owns post-sales customer engagement and coordinates delivery, support, and commercial alignment to ensure customers achieve measurable business value from Dafater's solutions and remain renewal ready.

Responsibilities & Duties

• Own the customer relationship for assigned accounts from post sale handover through onboarding, adoption, stabilization, renewal, and expansion.
• Ensure customers achieve agreed success outcomes by driving product adoption, enablement, and ongoing value realization.
• Coordinate post sale delivery and implementation activities, ensuring alignment with scope, timelines, and customer expectations.
• Act as the primary point of contact for customer success, maintaining structured communication with key stakeholders.
• Monitor customer health, usage, and engagement indicators, identifying early risks and initiating corrective action plans.
• Ensure service standards and escalation processes are followed, escalating issues when required to protect customer outcomes.
• Conduct regular check ins, adoption reviews, and value discussions to ensure continued alignment and satisfaction.
• Support renewal and expansion efforts by ensuring customers are renewal ready and identifying growth opportunities based on usage and needs.
• Partner with Sales, Delivery, Support, and Product teams to ensure a consistent and unified customer experience.
• Capture customer feedback and insights, translating them into actionable input for internal teams and continuous improvement.
• Maintain accurate documentation, customer health data, and success metrics for assigned accounts.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.
• 5-10 years of experience in Customer Success or post sales role within a B2B SaaS, ERP, or technology driven organization.
• Proven experience managing post sales customer relationships, including onboarding, adoption, and renewals.
• Strong understanding of SaaS customer success fundamentals, customer health monitoring, and retention drivers.
• Solid commercial awareness with the ability to support renewals and identify expansion opportunities.
• Strong communication and stakeholder management skills with customer facing experience.
• Organized, execution focused, and comfortable managing multiple accounts and priorities.
• Data driven mindset with the ability to identify risks and drive continuous improvement.

Why join Dafater?

• Be part of a fast growing SaaS company enabling digital transformation across the GCC.
• Take ownership of customer outcomes in a hands on, high impact role.
• Work in a collaborative environment that values accountability and execution.
• Gain exposure to complex customers, implementations, and cross functional teams.
• Grow your career within an expanding Customer Success organization.

Apply Now

If you're a customer focused professional with experience in SaaS or ERP, passionate about driving adoption, retention, and long term customer value - we'd love to hear from you.

Apply now and grow your career with Dafater.

Dafater is an equal opportunity employer. We value diversity and encourage qualified candidates from all backgrounds to apply.