Customer Success Manager

We are seeking a highly skilled Customer Success Manager to deliver high-impact onboarding experiences and guide clients through a strategic customer journey to ensure adoption, engagement, and long-term value of our products.

It involves managing a diverse client portfolio, proactively addressing challenges, and aligning solutions with business objectives. The ideal candidate will also serve as a client advocate, leveraging data insights and collaborating cross-functionally to drive customer success and retention.

What you ll be doing:

• Client Onboarding & Relationship Management: Deliver engaging, high-impact onboarding experiences that position MEED Projects as a strategic partner from day one. Understand clients business objectives and success metrics to align solutions effectively.
• Customer Journey Ownership: Lead clients through a defined and strategic customer journey, providing guidance at key milestones to drive adoption, engagement, and satisfaction.
• Client Portfolio Management: Manage a large volume of diverse clients with efficiency and care. Prioritize client touchpoints based on engagement, risk, and opportunity indicators.
• Proactive & Solution-Oriented Support: Anticipate client challenges before they arise. Provide solutions that are tailored to business needs, rather than reactive fixes, ensuring long-term value and retention.
• Insights & Reporting: Regularly analyze customer usage data, engagement trends, and success metrics to surface insights that guide client conversations and influence internal strategies.
• Advocacy & Cross-Functional Collaboration: Serve as the voice of the customer within MEED, partnering with internal teams (analysts, editorial, research) to ensure the delivery of timely, industry-specific insights and tailored support.

What we re looking for:

Technical Experience:

• Proven experience in a Customer Success, Account Management, or Client Services role, preferably in a SaaS or B2B environment
• Experience managing a high volume of client accounts with diverse needs and expectations
• Strong understanding of the customer journey, with a focus on driving proactive engagement and measurable outcomes
• Excellent relationship-building, communication, and presentation skills
• Strong organizational and time management abilities; able to prioritize effectively across a portfolio
• Confidence in analyzing data and translating insights into client value
• Familiarity with SaaS platforms and/or digital tools in a client-facing context
• Bachelor s degree or equivalent professional experience
• Experience within the Construction industry is preferred
• Fluency in Arabic is strongly preferred

Skills:

• Strategic thinking and consultative mindset
• Comfortable presenting to both small and large audiences
• Stakeholder management experience
• Strong storytelling skills with data
• Customer-centric with a solution-first approach
• Collaborative, agile, and adaptable