Senior Merchant Successes Manager

About This Role

Salla is the leading e-commerce enabler platform in Saudi Arabia. Behind this success is a hugely diverse team of hard workers and believers in Salla's mission to be the #1 Best and easiest e-commerce enabler platform in the MENA region. We believe we enable our merchants to live better by raising their income.

We are seeking a Senior Customer Success Manager who will be accountable for overseeing a portfolio of scaled accounts and ensuring their successful utilization of our products and services. In this role, you will serve as a strategic consultant to these customers, assisting them in accomplishing their objectives and driving adoption and contentment.

Responsibilities

• Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients
• Drive gross and net retention targets within the Scaled accounts segment
• Implement process automation and optimization to enhance scalability and efficiency
• Collaborate with cross-functional teams on customer engagement campaigns
• Analyze customer digital journeys to improve overall experience and minimize churn
• Develop best practices for customer communication throughout the lifecycle
• Identify reasons for churn and implement strategies to retain customers
• Implement retention programs to proactively address risks

Requirements

• Bachelor's degree in Marketing, E-commerce, or any related field
• Experience managing a revenue number and maintaining a forecast
• Previous proven experience with digital adoption or scaling customer success
• Proven track record of executing against growth strategies and delivering targets above company expectations
• Experience in Data management and MS Excel
• Use data to analyze results and make data-driven decisions
• Experience in E-commerce, payment, shipping, or logistics companies
• Problem solver
• Experience in managing remote teams and working in a remote-friendly environment