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Team Lead - Customer Success Manager
Riyadh 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 management
Requirements
+ 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
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Bi-Lingual in English and Arabic
