Customer Success Manager

Role Overview

• Manage a portfolio of Tail/SMB accounts and maintain regular customer engagement**
• Handle high account volume efficiently while maintaining strong follow-up and account ownership**
• Monitor customer health, usage, spend trends, and churn risks proactively**
• Drive customer retention and reduce churn across the assigned portfolio**
• Identify expansion and upsell opportunities where relevant**
• Follow up on low balance, insolvency, inactivity, and contraction-risk accounts**
• Coordinate internally with Support, Compliance, Finance, and Product teams to resolve customer concerns**
• Ensure customers are utilizing the platform correctly and adopting relevant features**
• Handle escalations professionally and maintain strong customer communication**
• Maintain accurate account updates and activity tracking within internal systems and CRM tools**
• Support commercial initiatives such as pricing transitions, account segmentation, and revenue protection efforts**
• Contribute to improving customer workflows, operational processes, and customer experience initiatives

Requirements

• 2–5 years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role**
• Strong communication and relationship-building skills**
• Strong organizational and follow-up skills**
• Ability to efficiently manage and prioritize a high-volume portfolio of accounts**
• Commercial awareness and ability to identify customer risk and growth opportunities**
• Ability to work cross-functionally with multiple internal teams**
• Problem-solving mindset and ability to handle customer escalations calmly**
• Fluent in English and Arabic