وظيفة مدير نجاح العملاء لدى سلاسة في الرياض

Growth

Salasa Head Office

Full-Time

Chief Commercial Officer (CCO)

The Customer Success Manager (CSM) owns assigned customer accounts from post-signature onboarding through activation, retention, and growth. The role manages onboarding, the day-to-day customer relationship, account health, satisfaction, churn risks, and revenue opportunities while coordinating with internal teams to deliver a consistent customer experience.

·      Own the assigned customer portfolio after receiving a complete handover from Acquisition.

·      Manage onboarding, including account setup, integration follow-up, customer training, operational readiness, first successful transaction, and early stabilization.

·      Manage the day-to-day customer relationship and maintain the agreed engagement cadence.

·      Monitor customer satisfaction, service performance, revenue performance, and account health.

·      Identify churn risks early, take recovery actions, and escalate major risks to the Customer Success Director.

·      Identify and follow up on upselling and cross-selling opportunities within the assigned portfolio.

·      Coordinate customer issues with Sales Operations and relevant internal teams while keeping the customer informed until closure.

·      Maintain complete and accurate customer records, activities, risks, opportunities, and next actions in the CRM.

·      Prepare portfolio updates and customer performance reviews when required.

·      Bachelor's degree in Business Administration, Marketing, Supply Chain, Logistics, or a related field.

·      3-5 years of experience in Customer Success, Account Management, or a related customer-facing role.

·      Experience in logistics, fulfillment, e-commerce, supply chain, or technology is preferred.

·      Strong commercial awareness and proficiency in both Arabic and English.

·      Customer Onboarding and Success

·      Customer Relationship Management

·      Retention and Churn Management

·      Upselling and Cross-selling

·      Commercial Awareness

·      Problem Solving and Escalation Management

·      Stakeholder Management

·      CRM Management and Reporting

• The employee may be assigned additional duties related to the role and business requirements. Responsibilities may be amended periodically based on organizational needs, provided that they remain consistent with the employee’s professional capabilities and applicable company policies and regulations.