Senior Customer Success Manager

Lucidya

  • Riyadh
  • Permanent
  • Full-time
  • 1 month ago
Job Description:At Lucidya, we are on a mission to empower businesses in the MENA region through our advanced AI and big data technologies, leading the way in customer experience management tools specifically designed for the Arabic language.As a Senior Customer Success Manager, you will play a crucial role in ensuring our clients achieve their desired outcomes while using our solutions. You will lead and mentor a team of Customer Success professionals, driving engagement, retention, and overall client satisfaction with Lucidya's products.Key Responsibilities:
  • Own and lead the customer relationship management strategy to improve customer satisfaction and drive retention.
  • Develop and execute engagement plans ensuring customers achieve their desired outcomes.
  • Conduct regular check-ins and business reviews with clients, offering insights and recommendations.
  • Collaborate with cross-functional teams to ensure customers are receiving optimal value from our products.
  • Lead a team of Customer Success professionals, providing coaching and guidance to enhance team effectiveness.
  • Identify upsell and cross-sell opportunities and work closely with the sales team to drive growth.
  • Serve as the customer's advocate, sharing feedback with product and engineering teams to drive product improvements.
Requirements:
  • Bachelor's degree in Business, Management, or a related field.
  • Minimum 4 years of experience in customer success, account management, or similar roles.
  • Proven track record in managing client relationships and driving retention.
  • Strong leadership and mentoring abilities.
  • Excellent communication and interpersonal skills.
  • Ability to analyze data & metrics to inform and support decision-making.
  • Experience in the SaaS OR Marketing Agency industry is preferred.
  • This position is only for Saudi nationals.

Lucidya