Senior Customer Success Manager

Role overview

Account leadership and value

• Advise assigned clients, serve as an escalation point, build C-suite relationships, and conduct quarterly Executive Business Reviews.
• Create tailored success plans, identify lifecycle risks and opportunities, and demonstrate measurable ROI and business impact.
• Align solutions to customer tax, compliance, e-invoicing, and digital finance priorities; build renewal and expansion business cases.
• Own renewals, manage the pipeline, mitigate churn, negotiate terms with sales leadership, and meet retention and net revenue targets.
• Identify cross-sell and expansion opportunities, partner with Account Executives, and deliver account expansion growth.
• Drive product adoption, monitor usage analytics and health scores, plan enablement, and support customers in achieving time-to-value.
• Coordinate onboarding, deliver briefings and training, create tailored materials, enable customer champions, and measure training results.
• Develop advocates, references, case studies, and peer connections; support advisory boards and industry events.
• Relay customer feedback to Product and Engineering, identify product gaps and competitive threats, participate in beta tests, and inform product roadmaps.

Required qualifications

• 10+ years in Customer Success, Account Management, Client Services, Tax/Accounting Advisory, or Client Partner roles.
• Excellent interpersonal skills and proven ability to manage complex, multi-stakeholder relationships across finance and IT organizations.

Preferred qualification

• Arabic proficiency is preferred.

Workplace and travel

• Hybrid work model with 2–3 office days per week for office-based roles; flexible work-from-anywhere arrangements may be available for up to eight weeks per year.
• Travel is expected to be 25%.

Benefits and culture

• Benefits include flexible vacation, company-wide mental health days, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources.
• The company describes career development, flexible working, inclusion, social impact opportunities, and employee volunteer days.

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