Customer Success Manager

Overview

We're looking for a passionate and motivated Customer Success Manager to join our growing 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.

As a Customer Success Manager at ZenHR, you will be responsible for sustaining excellent relationship with our customers, retaining them, growing revenue from the retained customers over the years, and maintaining a high score of his/account health.

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. We are 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, womens 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
• A Zen work atmosphere
• Great culture and amazing people to work with and learn from

The Job - Customer Success Manager

What you'll be doing:

• Achieve customers' goals, and develop a 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
• 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 a professional manner to increase our value proposition.
• 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

• Has 3-7 years of experience in customer success, sales, customer support, pre-sales, post-sales, or business development.
• Bachelor's degree in IT, Computer sciences, Business Administration, Marketing, or any related field.
• 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 English & Arabic language skills

This is an exciting opportunity to join a scale-up that is already a leader in the region. Learn more at: