Customer Success Manager

Description

Key responsibilities

• 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

Qualifications

• 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

Nice-to-have skills

• Experience working in SaaS, telecom, cloud, or contact center environments
• Experience using CRM platforms such as HubSpot, Planhat, Salesforce, or similar tools
• Understanding of customer retention and revenue metrics
• Experience handling operational workflows and customer lifecycle management
• Experience working with SMB or scaled customer portfolios
• Basic understanding of APIs, telephony, or technical customer workflows is a plus

What success looks like in this role

• Maintaining strong retention across the assigned portfolio
• Proactively identifying and reducing churn risks
• Efficiently managing a large number of customer accounts without compromising customer experience
• Driving customer engagement and platform adoption
• Maintaining strong operational discipline and customer follow-up
• Supporting revenue growth and protection initiatives across the portfolio