Customer Success Manager (CSM) – CRM Solutions
Location: Saudi Arabia
Department: Customer Success
Reports To: Chief Customer Officer (CCO)
Overview
We are seeking a highly skilled Customer Success Manager (CSM) to join our growing team specializing in CRM SaaS solutions.
The ideal candidate will be responsible for ensuring customers successfully adopt and maximize the value of our CRM platform across various sectors, including government, enterprise, mid-market, and small businesses.
This role focuses on driving product adoption, improving customer satisfaction, reducing churn, and expanding customer value through upselling and cross-selling opportunities.
Key Responsibilities Customer Relationship Management
- Act as the primary point of contact for assigned customer accounts.
- Build and maintain strong, strategic relationships with key stakeholders and decision-makers.
- Understand customer business objectives and align them with CRM platform capabilities.
Onboarding & Product Adoption
- Lead onboarding and implementation processes for new customers.
- Ensure fast and successful Time-to-Value (TTV).
- Drive product adoption across sales, marketing, and customer service teams within client organizations.
Customer Retention & Success
- Monitor customer health and proactively address potential risks.
- Develop and execute tailored customer success plans.
- Reduce churn by ensuring continuous value delivery and engagement.
Revenue Expansion
- Identify upselling and cross-selling opportunities within existing accounts.
- Support account growth by expanding CRM usage across departments.
- Collaborate closely with Sales teams on expansion opportunities.
Voice of Customer
- Collect and analyze customer feedback continuously.
- Communicate customer needs and insights to Product and Engineering teams.
- Contribute to product improvements and roadmap discussions.
Customer Engagement
- Conduct regular business reviews with customers.
- Perform on-site visits when required to strengthen relationships.
- Ensure continuous alignment between customer goals and product usage.
Required Qualifications
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- 3–5 years of experience in Customer Success, Account Management, or SaaS (preferably CRM platforms).
- Experience working with diverse customer segments (Government, Enterprise, SMB).
- Strong persuasion, negotiation, and relationship-building skills.
- Excellent communication skills in both Arabic and English.
- Solid understanding of sales and customer service processes within CRM systems.
- Strong presentation and stakeholder management abilities.
Core Skills
- Customer Relationship Management
- Stakeholder Engagement
- Persuasion & Negotiation
- Analytical & Problem-Solving Skills
- SaaS Product Adoption
- Account Growth Strategy
- Cross-functional Collaboration
Key Performance Indicators (KPIs)
- Customer Retention Rate
- Net Revenue Retention (NRR)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Product Adoption Rate
- Time-to-Value (TTV)
- Expansion Revenue (Upsell & Cross-sell)
Additional Requirements
- Willingness to conduct on-site customer visits when required.
- Ability to manage strategic and complex enterprise accounts.
- Strong influence and communication with senior stakeholders.