CS Manager

About Marn:

Marn is a technology company established in 2017. It was acquired by Jahez in 2023. The company develops Electronic Cash Register (ECR) “AKA cloud cashier system” software integrated with payment services to provide a one-stop solution for businesses in F&B, Retail, Entertainment, and Services. Marn grew massively in the past two years and continues accelerating its customer base's growth.

Here at Marn, we aspire to become close friends working together towards disrupting the industry. We plan to accomplish our vision & mission via a strong desire to win, embrace mistakes, and make bold moves. We rely on radical candor in our learning to never repeat the same mistakes. We care personally, yet challenge directly. Being part of Marn, you should expect to make mistakes, be challenged while challenging others, and WIN big.

Key Responsibilities:

• You will accumulate an understanding of Marn’s products, value proposition, customer segment, policies, procedures, industries, and product roadmap like no other person

  
  

• Drive Marn’s efforts towards boosting clients LTV

  
  

• Work with the executive management of Marn to plan, implement and execute strategies to develop Marn customers’ experience

  
  

• Enhance processes & workflows to boost Customer Success teams' productivity & happiness

  
  

• Lead, guide, and mentor the Customer Success teams towards world-class practices of customer interfacing

  
  

• Maintain a green level of all Customer Success metrics & KPIs ex: Retention, NPS, LTV, Churn, Response time, etc.

  
  

• Maintain a 360 view of the entire customer journey at all times and develop procedures, processes, and workflows to eliminate friction

  
  

• Act as the voice of customers inside Marn by establishing the deepest understanding of Marn’s customers' needs & desires, then transfer the knowledge internally

  
  

• Becoming a superhero rule model for the CS team in being customer-centric

  
  

• Continue the development of Marn’s CS department to support the next phase of Marn’s growth

  
  

• Ready to be a champion representative of Marn in executive events & meetings when required

  
  

• Planning and executing the hiring of teams with customer success obsession to support Marn’s growing customer base

  
  

• Education:
  • Bachelor's degree in Business, Computer Science, or a related field. Advanced degree preferred.
• Experience:
  • Minimum of 5 years of experience in customer success, account management, or a related role in a SaaS environment, preferably in a POS SaaS company.
  • Minimum two years of experience managing a team.
  • Proven track record of managing and growing customer accounts.
    
• Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Proficiency in using CRM software and customer success tools.
  • Ability to work independently and as part of a team.
  • Strong leadership skills and ability to develop and grow the team.
  • Fluency in English and Arabic is preferred.
• Personal Attributes:
  • Customer-focused mindset with a passion for delivering exceptional service.
  • Highly organized with strong attention to detail.
  • Adaptable and able to thrive in a fast-paced, dynamic environment.
  • Strong leadership qualities and the ability to influence others.