Customer Success Specialist📣 إعلان

منذ 3 ساعات تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

ArabWork Egypt is seeking a Customer Success Specialist to manage the entire customer lifecycle, from onboarding and activation through adoption, growth, and retention. This full-time position is based in Riyadh and requires 2-5 years of experience. The specialist will ensure customers are successfully onboarded, actively use the platform, gain measurable value, and maintain a strong long-term relationship with the company. The role serves as a primary link between customers and internal teams, including Sales, Operations, Finance, Product, Technology, and Commercial, operating within a fast-paced fintech environment.

Key Responsibilities

Manage the transition of new customers from Sales to Customer Success, conducting onboarding sessions and guiding account setup.
Ensure accurate completion of all required information and documentation, and train customers on platform features.
Monitor activation activities, including account funding, card issuance, employee invitations, and initial transactions.
Identify and remove barriers to onboarding and active platform usage.
Monitor customer activity, product usage, engagement, and spending patterns to maximize platform value.
Identify opportunities for feature adoption, account usage growth, and support account expansion with Commercial and Product teams.
Manage the overall health of the customer portfolio, building trusted relationships and conducting regular check-ins.
Identify early warning signs of dissatisfaction or churn, develop re-engagement plans, and escalate high-risk accounts.
Respond to customer inquiries professionally within defined service-level agreements and investigate operational, financial, and technical issues.
Take ownership of customer issues, prioritize cases, keep customers informed, and escalate to appropriate internal teams.
Gather structured feedback on the platform and processes, representing the voice of the customer across the organization.
Partner with Sales, Operations, Finance, Product, Technology, and Commercial teams to ensure seamless customer experience and issue resolution.
Analyze customer behavior, product usage, and account health to identify reasons for inactivity or churn.
Prepare regular reports on onboarding, activation, adoption, retention, and support cases, providing actionable customer insights.
Maintain accurate customer records, document interactions, and contribute to Customer Success procedures and knowledge bases.

Required Skills and Attributes

Proactive, commercially minded, and customer-focused approach.
Strong ownership and responsiveness in managing customer relationships and issues.
Analytical thinking and problem-solving abilities.
Ability to operate effectively in a fast-paced fintech environment.
Excellent communication and interpersonal skills for building trusted relationships.
Proficiency in monitoring customer activity, product usage, and engagement patterns.
Capability to identify and implement re-engagement plans for inactive customers.

Qualifications and Experience

2-5 years of experience in a customer success or similar client-facing role.
Demonstrated ability to manage customer lifecycles from onboarding to retention.
Experience in a fintech environment is highly desirable.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role operates within a dynamic and fast-paced fintech environment, requiring strong collaboration with various internal teams.