Senior Customer Success Manager

Join Salla, the premier e-commerce enabler in Saudi Arabia, where we're transforming the way merchants thrive in the digital marketplace. Our diverse and dedicated team is passionate about empowering our merchants to elevate their income and enhance their lives. We are on a mission to become the top e-commerce platform in the MENA region.We are on the lookou…

ServiceNow is hiring a Senior Customer Success Manager based in Riyadh. This role centers on building strong relationships with clients and helping them achieve the most value from the ServiceNow platform. Role overview The Senior Customer Success Manager works closely with customers to understand their goals and unique requirements. By fostering ongoing engagement, this position supports customer satisfaction and encourages long-term partnerships. What you will do Engage with clients to ensure they benefit fully from ServiceNow solutions Promote customer retention through attentive support and communication Develop a deep understanding of each customer’s needs and objectives Location This position is based in Riyadh.

Discover Lucidya:At Lucidya, we harness the power of artificial intelligence to revolutionize customer experience (CX) intelligence. Our platform seamlessly manages the entire customer lifecycle, from the initial interaction to retention and growth, autonomously.Unlike conventional platforms that merely provide insights and leave action up to the user, Lucidya closes the loop with our proprietary Natural Language Understanding (NLU) technology, developed in-house and trained on millions of multilingual conversations. This equips marketing, support, CX, and research teams to craft personalized experiences that lead to significant improvements in customer satisfaction, retention, and lifetime value.Importance of This Role:As we experience rapid growth, our commitment to delivering an outstanding customer experience remains paramount. Serving a diverse clientele, from government entities to large enterprises, we are in search of a Customer Success Manager who prioritizes exceptional experiences and upholds high standards in every interaction.Your Responsibilities:Gain in-depth knowledge of our products to effectively educate customers on the best services for their needs.Facilitate the onboarding process, ensuring customers derive value from our offerings.Develop strategic methods to keep clients engaged and enhance product adoption.Establish and nurture strong, trust-based relationships with customers to foster loyalty.Assist customers in setting up and navigating our platform.Identify opportunities for up-selling and cross-selling relevant products to our customers.Monitor key metrics such as NPS, gather customer feedback, and implement actionable insights.Collaborate closely with Customer Support, Professional Services, Product, and Sales teams to ensure a superior customer experience.Regularly communicate customer feedback to internal teams, acting as the voice of the customer.Your Profile:Proactive and anticipatory, you identify customer needs without waiting for them to reach out with issues.Tech-savvy, you are comfortable using CRM tools like HubSpot.Your tech-savviness is evident when friends and family seek your advice on app functionalities.Familiarity with Customer Success Platforms (CSPs) such as ChurnZero is a plus, allowing you to effectively monitor user engagement.A strong communicator, you can translate technical jargon into easily understandable language.Bi-lingual proficiency allows you to engage with both Arabic and English-speaking customers effectively.Your customer-centric approach prioritizes empathy in all interactions.

As a Customer Success Manager at ifs1, you will be at the forefront of our mission to enhance customer experiences and foster long-term relationships. You will lead initiatives that ensure our clients receive the utmost value from our products and services, guiding them through their journey from onboarding to ongoing support.Your role will involve collaborating closely with cross-functional teams to deliver exceptional service, proactively addressing customer needs, and identifying opportunities for growth. If you are passionate about customer satisfaction and have a knack for problem-solving, we would love to hear from you!

The Customer Success Executive at ServiceNow focuses on helping clients in Riyadh reach their goals with the ServiceNow platform. This position centers on building and maintaining strong relationships with customers, learning about their unique needs, and recommending solutions that fit their objectives. Role overview This role involves working closely with internal teams to make sure each customer receives attentive service. The aim is to improve the overall customer experience and support long-term satisfaction with ServiceNow’s offerings. What you will do Develop and nurture relationships with clients to understand their priorities Identify and suggest tailored solutions to help customers succeed with the ServiceNow platform Coordinate with different teams to address client needs and deliver a seamless experience Communicate clearly and set realistic expectations throughout the customer journey Requirements Strong communication skills Experience working with customers and managing relationships Ability to collaborate across teams and manage multiple priorities

About FlyAkeed:Founded in 2017 and based in Riyadh, Saudi Arabia, FlyAkeed is a revolutionary online platform that simplifies the booking of flights and hotels, catering to both individual travelers and business professionals. Our innovative travel solutions make planning and managing work-related travel effortless.Highlights:Current funding stage: Series A. FlyAkeed is backed by esteemed investors including PIF subsidiary Sanabil Investments, Elm, Artal Capital, and Alrajhi Partners.We are seeking a passionate and driven Customer Success Manager who will proactively engage with clients to deeply understand their unique travel needs and empower them to utilize our platform to its fullest potential. Your dedication to comprehending client complexities, combined with your knack for delivering customized solutions, will be pivotal in ensuring their success with FlyAkeed.Key ResponsibilitiesServe as the primary contact for designated clients, forging strong relationships and gaining insights into their business goals.Track customer health metrics and implement strategies to enhance customer satisfaction and retention.Provide outstanding onboarding and training experiences, equipping clients to effectively engage with the FlyAkeed platform.Analyze client feedback and communicate insights to internal teams to foster continuous service improvement.Identify opportunities for upselling additional products and features tailored to client requirements.Conduct regular check-ins and business reviews with clients to evaluate their progress and align on objectives.Work collaboratively with cross-functional teams to ensure a seamless customer experience and resolve any issues promptly.

Join our team at talent3600 as a Customer Success Specialist, where your primary role will be to ensure our clients achieve their desired outcomes with our products. You will act as a bridge between our company and our customers, providing exceptional support and guidance to enhance their experience. Your responsibilities will include onboarding new clients, conducting training sessions, and proactively addressing any concerns to foster long-term relationships.

About Lucidya:Lucidya is an innovative AI-driven platform specializing in customer experience (CX) intelligence, adept at autonomously managing the entire customer lifecycle—from initial engagement to retention and growth.In contrast to conventional platforms that merely provide insights, Lucidya closes the loop by employing proprietary NLU capabilities developed entirely in-house and refined through millions of multilingual conversations. This empowers marketing, support, CX, and research teams to offer personalized experiences that result in measurable enhancements in customer satisfaction, retention, and lifetime value.Why This Role is Important:As we expand rapidly, our commitment to delivering outstanding customer experiences remains unwavering. This role concentrates on government and public sector entities, collaborating closely with stakeholders to ensure long-term value realization, adoption, and trust.Lucidya partners with large governmental organizations, seeking a Customer Success Manager who appreciates the significance of structure, stakeholder alignment, and high service standards in public sector settings.Your Responsibilities:Master our products thoroughly to educate customers about our services and determine what best suits their needs.Facilitate the transition from customer onboarding to deriving value from our services.Develop strategic and consistent engagement methods to ensure clients actively utilize our products, fostering adoption.Establish and nurture strong, trust-based relationships with customers, cultivating their loyalty.Assist customers in setting up and effectively navigating our platform.Identify additional products that can enhance customer value and explore opportunities for upselling and cross-selling.Monitor key metrics like NPS, actively seek customer feedback, and implement improvements based on insights gathered.Collaborate closely with Customer Support, Professional Services, Product, and Sales teams to ensure exceptional customer experiences.Regularly gather and communicate customer feedback to relevant internal teams, acting as the voice of the customer.Who You Are:You exhibit proactivity and anticipate customer needs or challenges without waiting for them to reach out.You are tech-savvy, comfortable using CRM tools such as HubSpot (our tool of choice at Lucidya).Tech-savvy individuals often find themselves being asked by friends and family, "How do I do X on this [app]?"You are familiar with Customer Success Platforms (CSPs) like ChurnZero and can use them effectively for monitoring usage and behavior.You possess strong communication skills, able to simplify technical concepts for easy understanding.You thrive in a dynamic environment and are passionate about driving customer success.

The Client Success Manager at accesso plays a vital role in ensuring that our clients achieve their goals and maximize their value from our innovative solutions. As a strategic partner, you will engage with clients to understand their needs, provide expert guidance, and foster strong relationships to drive client satisfaction and retention.Your responsibilities include onboarding new clients, conducting training sessions, and proactively addressing client inquiries. You will collaborate closely with cross-functional teams to enhance the overall client experience and contribute to the continuous improvement of our services.

About DeewanDeewan is a leading provider of communication and customer engagement solutions in Saudi Arabia. Our diverse offerings include SMS, voice, and WhatsApp communication solutions designed to enhance brand visibility, lower operational expenses, and deliver exceptional customer experiences. We prioritize client value through intuitive dashboards and a dedicated team of technical and business support specialists who provide unparalleled service around the clock. If you possess a drive for success and thrive in a collaborative environment, we invite you to join our dynamic team.Job Summary:We are seeking a dedicated and enthusiastic Customer Success Associate to become a key member of our expanding team. In this role, you will be instrumental in fostering long-lasting relationships with our clients. Your responsibilities will include onboarding new customers, ensuring their successful use of our products, and proactively addressing their needs.Key Roles and Responsibilities:Onboarding: Facilitate the initial product setup and usage for new customers, ensuring they fully understand its value and capabilities.Support & Engagement: Deliver prompt and efficient customer support across various channels (email, phone, chat), while actively engaging with customers to uncover potential issues and opportunities.Relationship Building: Develop strong relationships with customers through active listening, personalized guidance, and trust-building.Revenue Retention & Expansion: Focus on retaining revenue, minimizing churn, and identifying upsell and cross-sell possibilities within your customer base, presenting them effectively.Data Analysis & Insights: Analyze customer usage data to identify trends, personalize interactions, assess churn risks, and inform product enhancements.Feedback & Reporting: Collect customer feedback, document resolutions, and generate reports to monitor progress and guide team strategies.Collaboration: Partner with other departments (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs.

Who Are WeWelcome to Foodics! We are a pioneering provider of restaurant management solutions and payment technologies, headquartered in Riyadh. Since our inception in 2014, we have expanded our footprint across five countries, including the UAE, Egypt, Jordan, and Kuwait, serving customers in over 35 countries globally. Our innovative solutions have processed more than 6 billion orders, establishing Foodics as one of the fastest-growing SaaS companies in the MENA region. Recently, we secured $170 million in funding, marking the largest SaaS funding round in MENA and empowering us to enhance our services for business owners.The Role at a GlanceWe are seeking a dedicated Merchant Success Specialist to ensure a seamless customer experience from the moment of contract signing to full service utilization. This role involves analyzing newly signed agreements, facilitating onboarding processes, expediting installations, and monitoring service utilization. You will work closely with our flagship products: Foodics Pay, CDS, and Foodics One, which enable our clients to accept card and omnichannel digital payments, revolutionizing the payment experiences in the food and beverage sector across the Middle East.Your ResponsibilitiesRegistration Tracking: Ensure all signed contracts are registered across all systems within 24 hours, collaborating with stakeholders to expedite this process.Installation Monitoring: Guarantee the accurate implementation of Pay installation service level agreements (SLAs) with both external and internal vendors.Post-launch Support: Conduct quick follow-up calls with merchants after going live to assess their needs for assistance or training.Communication Liaison: Serve as a channel to inform merchants about new releases, features, and promotional offers.Reconciliation Cycle Expertise: Develop a thorough understanding of the reconciliation cycle to effectively address complex inquiries from merchants.Utilization Assurance: Monitor new installations and proactively reach out to merchants via calls and messages to ensure continued engagement with our services.Complaint Management: Maintain a zero-complaint status for a period of three months through proactive communication and support.Churn Prevention: Analyze daily reports of potential churn and implement strategies to mitigate it.Process Improvement: Identify areas for enhancement within the Pay cycle and collaborate with other teams to implement effective solutions.Your QualificationsExperience: Background in payment operations is highly desirable.Technical Skills: Proficiency in Microsoft Excel and other relevant software tools.

Role Overview:As the Senior Manager of Customer Experience at Delivery Hero, your primary responsibility will be to enhance and monitor the customer journey, gather and analyze feedback, assess satisfaction levels, and evaluate pivotal customer experience metrics across all touchpoints throughout their relationship with HungerStation.Key Responsibilities:Customer Experience ManagementIdentify and assess customer touchpoints to analyze their current effectiveness and propose enhancements.Gather, monitor, and interpret customer feedback, recommending internal improvements and measuring metrics like NPS to evaluate our CX performance.Conduct interviews and surveys with customers, providing actionable insights from the findings.Maintain ongoing communication with internal teams, such as customer support and other customer-facing departments, to uncover gaps and opportunities for improvement.Proactively identify issues within business processes—such as billing and installation—that require correction to deliver a seamless customer experience.Align CX strategies with broader marketing and business objectives to ensure cohesive outcomes.Collaborate with product and technology teams to guarantee a smooth brand and purchasing experience, whether on our website or through self-service applications.Develop and execute customer retention initiatives to reduce churn and foster long-term engagement.Monitor and analyze customer service metrics, including response times, resolution rates, and CSAT scores, to drive continuous enhancement.Stay informed on competitor strategies and industry trends to maintain HungerStation's leadership in customer experience.Review internal performance data to identify patterns that may influence customer experiences.Prepare and present data-driven insights to stakeholders on a weekly, monthly, and annual basis.Support stakeholders with data analytics to enhance areas impacting customer experience.Lead and coordinate projects and programs aimed at improving customer experience with internal partners.Strategic PlanningContribute to the formulation and implementation of the Division’s ABCs and OKRs while ensuring alignment with other functional leaders.Make strategic decisions that support the Division's overall direction.Track and evaluate relevant OKRs and metrics, ensuring targets are met and implementing corrective actions as needed.Governance and ComplianceAdhere to all relevant policies and procedures to ensure consistent and controlled operations.

About LucidyaLucidya is an innovative AI-driven platform dedicated to enhancing customer experience (CX) intelligence. Our technology autonomously manages every phase of the customer lifecycle, from initial engagement to retention and growth.Unlike traditional platforms that only provide insights, Lucidya takes it a step further by offering proprietary Natural Language Understanding (NLU) capabilities, developed in-house and trained on millions of multilingual conversations. This empowers our marketing, support, CX, and research teams to create personalized experiences that lead to significant improvements in customer satisfaction, retention, and lifetime value.About the RoleAt Lucidya, we view Customer Experience as a pivotal revenue-generating function rather than just a support role.We are seeking a dynamic Director of Customer Experience to lead, unify, and expand our CX organization as we transition from a phase of rapid growth to scaling up. You will be responsible for overseeing the complete post-sales journey, playing a crucial role in revenue realization, expansion, and retention across our enterprise and government clientele.In this leadership position, you will manage a diverse CX team, serve as the internal advocate for our customers, and establish benchmarks for exceptional customer experiences—challenging the status quo when necessary.This role reports directly to the Chief Revenue Officer (CRO) and collaborates closely with Sales, Finance, Product, and Engineering teams.Key ResponsibilitiesRevenue & GrowthOversee ARR realization, retention, renewals, and expansion throughout the customer lifecycle.Ensure that Sales-closed deals are fully realized and cultivated through effective execution and relationship management.Lead a CX organization that prioritizes targets, results, and customer-centric strategies.CX Leadership & Team DevelopmentManage and grow a CX team of over 35 professionals, including:Customer SuccessSolutions Consulting (pre-sales)Customer SupportFoster a strong performance culture while maintaining team health, engagement, and trust.Recruit, mentor, and develop CX leaders with clear career growth and minimal turnover.Create a culture of ownership, pride, and accountability within teams.Customer Experience ExcellenceEstablish and elevate CX standards across onboarding, adoption, support, renewals, and expansion.Act as the internal voice of the customer, advocating for their needs even when it involves challenging perspectives.Engage in high-impact customer escalations and manage critical accounts as necessary.Promote a proactive approach to CX rather than a reactive one.Strategic Change & ScalingAdapt to shifting priorities and evolving product offerings.Guide the CX team through ambiguity while keeping them focused, motivated, and aligned.

About FlyAkeed:FlyAkeed is an innovative online platform dedicated to streamlining the travel booking experience for flights and hotels. Founded in 2017 and based in Riyadh, Saudi Arabia, our mission is to provide an unparalleled travel experience for our valued customers.Company Highlights:Current funding stage: Series A, supported by reputable investors such as PIF subsidiary Sanabil Investments, Elm, Artal Capital, and Alrajhi Partners.We are seeking a dynamic and driven Account Management Specialist to join our expanding team. In this pivotal role, you will manage client accounts, ensuring their needs are met while cultivating lasting relationships that enhance customer satisfaction and loyalty.Key ResponsibilitiesAct as the main point of contact for designated clients, fostering strong, enduring relationships.Oversee client accounts to ensure target goals and KPIs are met.Lead discussions for contract renewals, negotiating pricing, terms, and service agreements.Identify opportunities for upselling and cross-selling to maximize account revenue.Prepare and deliver commercial proposals and business reviews to clients.Track account performance metrics, providing insights and strategic recommendations.Collaborate with internal teams including sales, marketing, operations, and customer support to ensure exceptional service delivery.Proactively address client concerns, ensuring prompt resolution of issues.Conduct regular check-ins and quarterly business reviews to align on objectives and future growth strategies.Maintain precise CRM records and document all client interactions.

Join gathern as a Senior Specialist in Customer Experience, where you will be a pivotal member of the Host Experience team. Your role will involve spearheading initiatives such as the deployment of loyalty programs, resolving claims, and fostering professional host engagement. Collaborate closely with the manager to enhance host satisfaction and retention.Key Responsibilities:Design and execute the Host Loyalty Program in collaboration with management.Oversee the claims process, ensuring fair and prompt compensation for hosts.Facilitate the Host Advisory Board, coordinating sessions and tracking action items effectively.Analyze host feedback and usage metrics to pinpoint areas for application improvements.Create customized experiences and support packages for professional hosts managing five or more units.Assist in onboarding and continuous training for new hosts to ensure consistent engagement.Monitor host satisfaction and retention metrics, providing valuable insights to leadership.Collaborate with the guest experience team on policy assessments and unified service initiatives.

Join our team at Jobs for Humanity as a Customer Support Manager where you will lead a dedicated team to ensure exceptional service delivery. Your primary responsibility will be to oversee customer support operations, providing guidance and support to team members while developing strategies to enhance customer satisfaction. You will work closely with cross-functional teams to improve processes and drive customer-centric initiatives. Ideal candidates should possess strong leadership skills, a passion for helping others, and the ability to analyze data to inform decisions.

We are seeking a highly skilled and experienced Senior Manager of Workforce Management to join our dynamic team at Delivery Hero in Riyadh. In this pivotal role, you will be responsible for overseeing workforce planning and optimizing resource allocation to enhance operational efficiency.Your expertise will contribute to strategic decision-making and the development of innovative workforce solutions that align with our business objectives.

Join gathern as a Senior Product Manager, where you will take charge of the creation and enhancement of transformative products tailored to meet market demands and achieve strategic business objectives.Key Responsibilities:Develop and maintain a strategic product roadmap for your designated products.Collect and prioritize user requirements to shape product features.Examine market trends and customer feedback to inform product development choices.Oversee the entire product lifecycle from ideation through to launch and subsequent iterations.Evaluate product performance metrics and enact improvements as necessary.Ensure adherence to applicable regulations while fostering transparency within the organization.Work collaboratively with cross-functional teams to achieve common goals.Deliver regular performance updates and document challenges for timely resolution.

Join our dynamic team at Jobs for Humanity as a Senior Commercial Manager, where your expertise will drive impactful initiatives in the commercial sector. You will play a key role in developing strategies that enhance our market presence and drive sustainable growth.In this position, you will collaborate with cross-functional teams to identify opportunities, manage client relationships, and ensure the successful execution of commercial projects. Your leadership will be crucial in optimizing operational processes and delivering exceptional results.

About the RoleWe are seeking a dynamic and experienced Senior Construction Manager to join our innovative team at Flow. In this role, you will oversee the planning, execution, and completion of construction projects, ensuring they align with our vision of creating vibrant and community-focused living spaces. You will lead project teams, manage budgets, and collaborate with various stakeholders to deliver exceptional results.Key ResponsibilitiesLead all phases of construction projects from inception to completion.Ensure projects are delivered on time, within scope, and within budget.Collaborate with architects, engineers, and contractors to achieve project goals.Implement best practices in safety, quality, and environmental management.Foster community engagement and stakeholder relationships.