الوصف الوظيفي
🍪 Privacy NoticeTeam Lead - Customer Success ManagerRiyadh Customer Success – Customer Success / Full-Time / On-site Responsibilities+ Lead and mentor a team of Customer Success Managers+ Manage a portfolio of strategic customer accounts to ensure high satisfaction and retention+ Act as an escalation point for customer issues, driving resolution across departments+ Collaborate with Sales, Onboarding, Product, and Support teams to align customer needs with Rewaa’s product roadmap+ Conduct regular business reviews with key accounts to assess progress towards goals+ Analyze customer feedback to identify patterns and trends, and work cross-functionally to address them+ Develop strategies to drive customer success, improve retention, and reduce churn+ Assist in the development and implementation of processes to improve operational efficiency+ Monitor key performance metrics for the Customer Success team+ Participate in training new Customer Success Specialists+ Develop and maintain customer success metrics and KPIs to track team performance and customer outcomes+ Innovate and implement new initiatives to increase customer engagement and loyalty+ Conduct regular training sessions to keep the team updated on product updates, industry trends, and best practices+ Represent the Customer Success team in cross-departmental meetings and initiatives to ensure alignment and collaboration+ Stay updated on industry trends and best practices in customer success management to drive innovation and excellence within the team.+ Prepare reports for the managementRequirements+ Bachelor’s degree or equivalent work experience+ 3+ years’ experience in customer success or account management, preferably in SaaS+ Proven track record of managing and growing strategic customer relationships+ Strong leadership skills with experience mentoring and coaching teams+ 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+ Strong analytical skills and ability to make data-driven decisions+ Bi-Lingual in English and Arabic
