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Manager - Customer Success (Scaled Accounts)

2 months ago

Jeddah, Saudi Arabia Salla Full time

Leading a team of Scaled Customer Success Managers, you will translate the overall engagement strategy to actionable processes and track the overall customer experience of the scaled mid-market clients.
- You will own delivering against our gross and net retention targets within the Scaled accounts segment.
- You will be responsible for identifying and implementing process automation and optimization, focusing on scalability and a one-to-many approach.
- You will collaborate with Marketing, Product, Customer Support to deliver customer engagement and adoption campaigns.
- You will analyse the customer’s digital journey and address identified gaps to create a seamless and consistent Customer experience.
- You will create best practices on how and where to communicate through the customer lifecycle and map the digital experience.
- With a focus on reducing overall churn, you will build a tracking process to identify reasons for churn and implement strategies to address gaps in communication.
- You will develop proactive identification processes of customers at risk and implement 1 to many retention programs to get them back to health.

**Requirements**:

- Bachelor Degree
- Proficient level of team management.
- Experience managing a revenue number and maintaining a forecast
- Proven and consistent track record of executing against growth strategies and delivering target in excess of company expectations
- Use data to analyze results and make data-driven decisions.
- Previous proven experience with digital adoption or scaling customer success.
- Experience in eCommerce, payment, shipping, or logistics companies.
- Customer Success experience in the SaaS industry is preferred.
- Problem solver.
- Highly analytical, technically proficient, with strong organizational and troubleshooting skills with precise attention to detail
- Experience in Data management and MS Excel.
- Experience in managing remote teams and working in a remote-friendly environment.

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