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Customer Success Manager

3 weeks ago

الرياض, Saudi Arabia Unifonic Full time

Proudly voted a Great Place to Work®, we are a dynamic startup in the SaaS space that is revolutionizing how businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big

**Meet the team**

At Unifonic, our Customer Success team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

**What Will You Be Doing?**
- Building trusted advisor relationships with high-value customers at the C-suite and executive level, ensuring they maximize the value of our platform throughout their lifecycle.
- Guiding customers and Unifonic account teams (Sales, Partners, Solution Consultants) in developing Customer Success Plans, including QBRs, Executive Business Reviews, strategic planning sessions, and churn mitigation strategies.
- Acting as an expert advisor by maintaining deep knowledge of Unifonic’s products and solutions to help customers adopt the most relevant features for their needs.
- Engaging customers to drive early and sustained adoption of Unifonic solutions, ensuring long-term success.
- Developing and execute adoption strategies for high-value accounts, focusing on AI products, change management, and package fulfillment.
- Minimizing churn and revenue contraction by proactively identifying risks, escalating issues, and implementing mitigation strategies with the account team.
- Identify and forecast growth opportunities for Unifonic’s AI products within your customer portfolio.
- Serving as a thought leader in marketing automation, customer support, and AI, sharing insights to benefit customers and the broader Solutions team.
- Acting as the Voice of the Customer, providing internal feedback to enhance Unifonic’s offerings for strategic clients.

**What Skills Do You Need?**
- 5+ years of experience in customer-facing roles such as customer success, account management, or strategic consulting. Experience in SaaS or consumption-based technology companies is a plus.
- Strong understanding of SaaS business models and the ability to support complex enterprise customers in achieving measurable value.
- Proven ability to establish trust with customer stakeholders and drive meaningful outcomes.
- Experience leveraging Success Plans to align business goals and define success metrics.
- Excellent communication skills, with the ability to articulate complex problems clearly to different audiences.
- Self-motivated, entrepreneurial mindset, and a strong team player.
- Track record of building lasting relationships with customers and internal teams.