Customer Success Manager

📣 إعلان

منذ ساعة واحدة تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About Jisr

Jisr is a leading HR and payroll platform in Saudi Arabia, focused on digitizing people operations and ensuring compliance with local regulations. The platform serves SMB, mid-market, and enterprise customers across the Kingdom and the wider GCC, providing HR and finance teams with tools for hiring, managing, and paying employees. Jisr is currently scaling its go-to-market engine, building a high-performing SDR organization to enhance pipeline excellence.

About the Role: Customer Success Manager

As a Customer Success Manager based in Riyadh, Saudi Arabia, you will manage a portfolio of Jisr’s Mid-Market and SMB customers. This full-time role involves serving as the primary point of contact from post-activation through renewal. You will be responsible for customer retention, adoption, and satisfaction across your accounts, executing structured engagement plans, leading QBRs and health checks, and identifying risk and expansion opportunities. The role is critical for protecting Gross and Net Revenue Retention, supporting account expansion, and providing customer feedback to Product, Activation, and Support teams. This position requires 2-5 years of relevant experience.

Key Responsibilities

Own a portfolio of Mid-Market and SMB accounts, ensuring retention, adoption, and value realization throughout the customer lifecycle.
Develop and execute account-level success plans aligned with customer business objectives, desired outcomes, and KPIs.
Share best practices and lessons learned with fellow Customer Success Managers to enhance team effectiveness.
Manage Gross Retention, Net Revenue Retention, health scores, and adoption metrics across your portfolio.
Conduct QBRs, health checks, value reviews, and renewal preparation cycles for all accounts on a regular cadence.
Proactively identify at-risk customers, develop structured save plans, and drive recovery actions to completion.
Manage end-to-end escalation for accounts, coordinating with internal teams for resolution and customer communication.
Collaborate with Activation, Support, SMEs, Product, Sales, and Finance to ensure a seamless customer journey.
Provide structured customer feedback to Product and Operations to influence roadmap and process improvements.
Identify and qualify expansion opportunities and Customer Success Qualified Leads (CSQLs) within accounts, partnering with Account Management.
Generate customer advocacy, including references, case studies, testimonials, and success stories.
Maintain accurate account data, health scores, notes, and forecasting in CS tooling (CRM / CS platform).

Qualifications and Experience

Bachelor’s degree in Business, Management, Technology, or a related field.
3-5 years of experience in Customer Success, Account Management, or related B2B SaaS roles.
Proven experience managing a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment, with accountability for retention.
Understanding of retention models, customer health scoring, and value realization frameworks.
Experience working with Mid-Market or Enterprise customers, preferably in HR Tech or ERP solutions.
Demonstrated ability to collaborate cross-functionally with Sales, Product, Activation, and Support to achieve customer outcomes.