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Customer Success Manager

2 months ago

Riyadh, Ar Riyāḑ, Saudi Arabia ZenHR Full time
About the Role

We're seeking a highly motivated and experienced Customer Success Manager to join our team at ZenHR. As a key member of our customer success team, you will be responsible for driving growth and retention across our customer base in the MENA region.

Key Responsibilities
  • Achieve Customer Goals: Develop and execute customer success plans to ensure customers achieve their desired outcomes and goals.
  • Customer Retention: Maintain a high customer retention ratio through proactive engagement, issue resolution, and continuous improvement.
  • Revenue Growth: Drive revenue growth from existing accounts through upselling, cross-selling, and expanding our product offerings.
  • Customer Health: Monitor and maintain a high score of customer health and Net Promoter Score (NPS) through regular check-ins, issue resolution, and continuous improvement.
  • Partnerships and Alliances: Build and maintain strong relationships with existing customers and business partners to identify new opportunities for growth and collaboration.
  • Account Management: Track and manage customer pipelines, opportunities, renewals, and invoicing to ensure timely and accurate execution.
  • Customer Onboarding: Ensure seamless onboarding experiences for new customers, including training, presentations, and demos to maximize our value proposition.
  • Strategy and Policy: Contribute to the development of customer success strategies and policies to drive growth and retention.
  • Record Keeping: Maintain accurate and up-to-date records within our customer success tool to track customer interactions and progress.
Requirements
  • 3-7 years of experience in customer success, sales, customer support, pre-sales, post-sales, or business development.
  • Bachelor's degree in IT, Computer Science, Business Administration, Marketing, or any related field.
  • Experience in SaaS, software, and cloud industries is a must.
  • Proven track record in achieving growth targets through upselling, cross-selling, product orientation, customer training, and sales.
  • Experience in customer retention and subscription renewals.
  • Excellent English and Arabic language skills.