Customer Success Manager

Job Summary

The Customer Success Manager supports the execution of CNTXT’s Customer Success framework across SMB and commercial customer segments. This role focuses on customer onboarding, adoption enablement, cloud cost optimization basics, and day-to-day customer engagement under the supervision of senior team members. The CSM acts as the first point of contact for smaller customers and supports Senior CSMs with administrative tasks, reporting, and coordination.

Duties:

• Support onboarding and adoption activities for SMB and commercial customers.
• Conduct check-ins, monitor early usage signals, and guide customers through foundational cloud practices.
• Assist in preparing QBR materials, success plans, and analysis reports.
• Update Salesforce records, customer health metrics, and interaction logs.
• Coordinate with Support and Delivery for customer issues and service requests.
• Escalate risks and concerns to senior CSMs and the Customer Success Manager.

Qualification Requirements

Education:

• Bachelor’s degree in computer science, Information Systems, Business, or similar.

Work Experience:

• 3-5 years of experience in customer-facing roles (Support, Presales, CSM, IT, or Cloud).
• Some exposure to cloud technologies (GCP strongly preferred).

Certification/License:

• Google Cloud Digital Leader (or willingness to obtain within first 90 days).

Language Skills:

• Excellent English; Excellent Arabic.

Functional Job Competencies :

• Strong communication and problem-solving skills.
• Basic understanding of cloud services and IT concepts.
• High willingness to learn GCP, customer success frameworks, and cloud adoption practices.
• Organized, detail-oriented, and able to manage multiple tasks.
• Collaborative team player with a growth mindset.