ArabWork Egypt تعلن عن وظيفة أخصائي نجاح العملاء في الرياض

Location: Riyadh, Saudi Arabia

Employment Type: Full-time, On-site

Nationality: Saudi Nationals

Department: Customer Success

Job Summary

We are seeking a proactive, commercially minded, and customer-focused Customer Success Specialist to manage the customer lifecycle from onboarding and activation through adoption, growth, and retention.

The successful candidate will ensure that customers are successfully onboarded, actively use the platform, gain measurable value from its features, and maintain a strong long-term relationship with the company. The role also serves as the main link between customers and internal teams, including Sales, Operations, Finance, Product, Technology, and Commercial.

This position requires strong ownership, responsiveness, analytical thinking, and the ability to operate effectively in a fast-paced fintech environment.

Key ResponsibilitiesCustomer Onboarding and Activation

• Manage the transition of newly signed customers from Sales to Customer Success.
• Conduct onboarding sessions and guide customers through account setup.
• Ensure all required information and documentation are completed accurately.
• Understand each customer’s business needs, objectives, and intended use cases.
• Train customers on the platform’s key features and functionality.
• Establish clear onboarding milestones, responsibilities, and next steps.
• Monitor activation activities, including account funding, card issuance and activation, employee invitations, feature usage, and initial transactions.
• Identify and remove barriers preventing customers from completing onboarding or becoming active users.

Product Adoption and Account Growth

• Monitor customer activity, product usage, engagement, and spending patterns.
• Help customers maximize the value they receive from the platform.
• Identify opportunities to increase feature adoption and account usage.
• Investigate significant changes or declines in customer activity and spending.
• Identify additional teams, departments, cards, budgets, or use cases that could be added to the platform.
• Work with Commercial and Product teams to support account expansion and growth opportunities.
• Proactively engage customers whose usage is below their potential.

Customer Retention and Portfolio Management

• Manage the overall health and performance of the assigned customer portfolio.
• Build strong, trusted relationships with key customer stakeholders.
• Maintain regular communication and conduct periodic customer check-ins.
• Identify early warning signs of dissatisfaction, inactivity, or potential churn.
• Develop and implement re-engagement plans for inactive or dormant customers.
• Address issues affecting retention and escalate high-risk accounts when necessary.
• Coordinate internally to resolve recurring customer pain points.
• Ensure customers continue to receive value from the platform throughout their lifecycle.

Customer Support and Issue Resolution

• Respond to customer inquiries professionally and within defined service-level agreements.
• Investigate operational, financial, and technical issues thoroughly.
• Take ownership of customer issues from initial reporting through final resolution.
• Prioritize urgent and high-impact cases appropriately.
• Keep customers informed about progress, expected timelines, and outcomes.
• Escalate cases to the appropriate teams with complete and accurate information.
• Follow up with internal stakeholders until outstanding matters are resolved.
• Maintain accurate records of customer issues, actions, and resolutions.

Customer Relationship Management

• Develop a strong understanding of each customer’s business and operational requirements.
• Anticipate customer needs and identify potential friction before it becomes a complaint.
• Gather structured feedback on the platform, processes, and overall customer experience.
• Represent the voice of the customer across the organization.
• Identify opportunities to strengthen relationships and improve customer satisfaction.

Cross-Functional Collaboration

• Partner with Sales to ensure effective customer handovers and share expansion opportunities.
• Coordinate with Operations on service requests and process improvements.
• Work with Finance to address funding, payments, reconciliation, withdrawals, and related matters.
• Communicate customer feedback, feature requests, and recurring challenges to Product.
• Collaborate with Technology to resolve technical issues efficiently.
• Work with Commercial teams to support adoption, spending growth, retention, and account expansion.
• Maintain clear communication and proactive follow-up across all internal teams.

Customer Insights and Reporting

• Analyze customer behavior, product usage, spending, engagement, and account health.
• Identify the primary reasons behind inactivity, reduced usage, and customer churn.
• Highlight recurring complaints, requested features, and process gaps.
• Provide management and relevant teams with actionable customer insights.
• Prepare regular reports on onboarding, activation, adoption, retention, support cases, and portfolio performance.
• Recommend improvements based on customer data and feedback.

Documentation and Process Improvement

• Maintain accurate and up-to-date customer records.
• Document important customer interactions, commitments, and follow-up actions.
• Develop and maintain Customer Success procedures and standard operating procedures.
• Contribute to internal knowledge bases, customer guides, templates, and training materials.
• Document recurring issues and their recommended solutions.
• Identify opportunities to improve workflows and increase operational efficiency.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Marketing, Finance, Information Technology, or a related field.
• Minimum of 2 years of relevant experience in Customer Success, Account Management, Customer Support, Operations, SaaS, fintech, or a related function.
• Experience within fintech, banking, payments, financial services, SaaS, or technology is strongly preferred.
• Excellent written and verbal communication skills in Arabic and English.
• Strong relationship-building and stakeholder-management capabilities.
• Good commercial awareness and the ability to interpret customer usage and spending data.
• Strong problem-solving, analytical, and decision-making skills.
• Excellent organization, prioritization, and follow-through.
• Ability to manage multiple customers, issues, and deadlines simultaneously.
• Experience using CRM systems, ticketing platforms, analytics dashboards, and documentation tools.
• Ability to collaborate effectively with cross-functional teams.
• Comfortable working in a fast-paced and evolving startup environment.