A Customer Success Manager (CSM) is a role primarily focused on ensuring that customers derive maximum value from a product or service, leading to customer satisfaction, retention, and growth. The CSM acts as a bridge between the company and its customers, helping to align the customer's goals with the company's offerings.

What do we expect from you:

• Onboarding: Guiding new customers through the initial setup and usage of the product or service, ensuring they have a positive start.
• Customer Engagement: Regularly interacting with customers to understand their needs, provide updates on new features, and offer solutions to any challenges they may face.
• Renewal and Retention: Working proactively to ensure that customers renew their subscriptions or contracts by demonstrating the ongoing value of the product or service.
• Advocacy and Feedback: Acting as the voice of the customer within the company by providing feedback to internal teams, such as product development and marketing, to improve the product or service.
• Upselling and Cross-Selling: Identifying opportunities to introduce additional products or services that could benefit the customer, thereby increasing their investment in the company.
• Metrics and Reporting: Tracking key metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product usage to monitor and report on customer success.
• Problem Solving: Addressing and resolving customer issues promptly to maintain a positive relationship.

You’re a great fit if you already meet the following prerequisites:

• Experience: 3-5 years in Customer Success role with Product SaaS company.
• Communication: Excellent command of both Arabic and [Source Language, e.g., English], with strong grammar and language skills to effectively interact with customers and internal teams.
• Empathy: Understanding and addressing customer needs and concerns.
• Product Knowledge: Deep understanding of the company's products or services to provide valuable insights and support.
• Problem-Solving: Ability to quickly identify issues and find effective solutions.
• Project Management: Managing multiple customer accounts and tasks simultaneously.
• Analytical Thinking: Using data and metrics to make informed decisions and demonstrate value to customers.

A successful CSM is customer-focused, proactive, and capable of building strong relationships that drive customer loyalty and business growth.