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Senior Customer Success Manager
Riyadh Customer Success – Customer Success / Full-Time / On-site Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!
We are seeking a passionate and results-driven Senior Customer Success Manager to join our team at Rewaa. As a Senior Customer Success Manager, you will work closely with a portfolio of our most complex customers - primarily large franchise networks - ensuring their success by providing exceptional support and guidance throughout their customer journey. We are looking for an individual with extensive experience partnering with SMEs customers to help them achieve their business goals and maximize ROI. Our Senior Customer Success Managers focus on building and maintaining relationships with critical customer stakeholders, helping our largest customers effectively leverage our product to drive impact in mission-critical areas of their organization
Responsibilities
+ Build and maintain trusted relationships with clients, proactively understanding their needs, challenges, and objectives and offering strategic advice to ensure long-term satisfaction and ROI
+ Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class retention.
+ Identify opportunities to expand the utilization of Rewaa by facilitating the adoption of existing use cases and ensuring maximum value for users.
+ Develop a deep understanding of Rewaa's products and services, staying updated on new features and functionalities, and effectively communicate their value to clients.
+ Gather feedback from clients to understand their evolving needs and preferences, and relay actionable insights to the broader team to inform future enhancements and increased customer satisfaction.
+ Monitor key performance indicators (KPIs) related to client satisfaction, usage, and retention, and take proactive steps to address any areas of concern.
+ Stay informed about industry trends, best practices, and competitive landscape, and share insights with clients to help them stay ahead of the curve.
+ Ensure customers achieve fast time-to-value.
+ Drive product adoption and provide guidance to customers on best practices.
+ Identify upselling and cross-selling opportunities within existing accounts to drive additional value for customers and revenue growth for the company.
+ Address escalated customer concerns promptly and professionally.
+ Participate in customer success reviews and provide feedback to improve product functionality.
+ Document and communicate customer feedback to improve our products and processes.
Requirements
+ Bachelor’s degree or equivalent work experience
+ 2+ years’ experience in customer success or account management, preferably in SaaS
+ Proven track record of managing and growing strategic customer relationships
+ Excellent communication, negotiation, and conflict resolution skills
+ Ability to work in a fast-paced environment and manage multiple priorities
+ Proficiency in CRM systems like Zoho, HubSpot, or Salesforce
