Customer Success Manager

We're looking for a passionate and motivated Customer Success Manager to join our team. We want a team player who is driven and willing to learn to accompany us on our mission of playing a vital role in the digital transformation sweeping the MENA region.

The Customer Success Manager is responsible for sustaining excellent relationships with our customers, retaining them, growing revenue from the retained customers over the years and maintaining a high score of his/her account health. S/He is also responsible for handling new accounts which have been won by the account executives' team and making sure the accounts went live on time to achieve sustainable time to value metric.

Who we are:

At ZenHR, delighting our customers is our passion! We are an award winning cloud based HRMS that caters to the full HR value chain from the "acquire" stage to the "retire" stage. a group of young and passionate people who are dedicated to providing cutting edge technology, continuously researching and implementing new HR trends that cater to the needs of employers in the MENA region. Despite the numerous obstacles that we face, we see them as possibilities. We understand that rather than making excuses for the existing status quo, we must challenge it. If you want to make a difference in the HR world, ZenHR is the place for you. Our people shape ZenHR's culture, therefore our strategy and success are built on our employees. In our hiring process, we prioritize equal employment opportunities, diversity, women empowerment, and inclusion, ensuring that we attract and retain A-players from various backgrounds.

What we offer:

• Flexible working hours and remote/work from home option
• Health insurance coverage from day one at ZenHR
• Access to online and in person Mental Health sessions
• Great culture and amazing people to work with and learn from

The Job - Customer Success Manager

What you'll be doing:

• Advanced product knowledge and troubleshooting
• Achieve customers' goals, and develop great customer journey
• Maintaining a great customer retention ratio as instructed by the management.
• Achieving growth in revenue from the existing accounts as per the assigned NDR (Net Dollar Retention), through upselling and cross selling the company's various products.
• Maintaining a high score of customer health and NPS as advised by the management.
• Follows CS Process and policies
• Building new channel partnerships & alliances with existing customers/business partners.
• On time tracking pipeline, opportunities, renewals, and invoicing.
• Conduct meetings and executive business reviews to work closely with clients to analyze needs, engagement, adoption rates and give feedback to the product and support teams according to customer goals.
• Help customers throughout the customer journey, starting from onboarding, training, conducting presentations, live demos, and recording screen casting videos in professional manners to increase our value proposition.
• Develop Proposal, tenders and bids when needed.
• Assist in team building, retention and on boarding.
• Participating in setting our customer success strategies and policies.
• Ensure proper record keeping and tracking within the customer success tool.
• Market and competition analysis.

Who you are:

• Bachelor's degree in IT, Computer sciences, Business Administration, Marketing, or any related field.
• Proven track record of successful customer success performance and working with growth targets.
• 2-5 years of experience as a total in customer success, sales, customer support, pre-sales, post-sales, or business development.
• 2+ years of experience in customer success.
• Experience in SaaS, software, and cloud industries is a must.
• Proven track record in achieving growth targets through upselling, cross selling, product orientation, customer training, and sales.
• Experience in customer retention and subscription renewals.
• Excellent Arabic and English language skills

Seniority level

Mid Senior level

Employment type

Full time

Job function

Customer Service

Industries

Human Resources Services