Customer Success Manager
Skills
About This Role
About the Role
We are looking for a results-driven and customer-centric
Customer Success Manager
to join our SaaS team.
You will own the post-sale relationship with a portfolio of customers, ensuring they gain maximum value from the platform and achieve their business goals.
This role combines relationship management, strategic thinking, and a deep understanding of SaaS customer needs, along with a strong focus on
customer support excellence
.
Your success will directly impact customer satisfaction, retention, and expansion.
Key Responsibilities
- Lead customer onboarding, ensuring smooth implementation and early success
- Build strong, trusted relationships with key stakeholders and users
- Monitor product usage and customer health; proactively address risks or low engagement
- Drive adoption of core features through training, enablement, and regular check-ins
- Conduct QBRs (Quarterly Business Reviews) to align on goals, share insights, and uncover new opportunities
- Collaborate with Sales to identify and support upsell/cross-sell opportunities
- Act as a customer advocate within the company, sharing feedback with Product and Support teams
- Maintain accurate customer records and engagement plans in CRM and CSM tools
- Contribute to help center content, onboarding materials, and customer success playbooks
Customer Support Responsibilities
- Serve as the primary point of contact for customer queries, issues, and escalations
- Ensure timely resolution of support tickets by coordinating with internal Support and Engineering teams
- Troubleshoot product-related issues and guide customers with clear, effective solutions
- Monitor support trends and recurring issues, providing insights to improve product and processes
- Maintain high customer satisfaction (CSAT) by delivering responsive and high-quality support
- Assist in building and improving support documentation, FAQs, and self-service resources
- Ensure SLAs are met and continuously improve support response and resolution times
Qualifications and Experience
- Bachelor’s degree or equivalent experience
- 6+ years of experience in Customer Success, Account Management, or related SaaS role
- Strong communication, relationship-building, and problem-solving skills
- Ability to manage multiple accounts and prioritize tasks in a fast-paced environment
- Experience working in a B2B SaaS company or startup environment
- Experience leading customer training or onboarding sessions
- Hands-on experience in
- customer support or technical support functions
- Data-driven mindset — comfortable analyzing customer behavior and product usage metrics
- Familiarity with CRM and support tools (e.g., Salesforce, Zendesk, Intercom, Freshdesk)
- Fluency in Arabic and English is required
- A collaborative, solution-oriented approach to working cross-functionally with Sales, Support, and Product teams
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