Customer Success Manager

About Upciti

Upciti develops SaaS, IoT, and Computer Vision solutions designed to assist local authorities and urban stakeholders in understanding, managing, and transforming public space utilization. This includes areas such as mobility, parking, traffic flows, and public space occupancy. The Saudi Commercial Team is responsible for expanding and maintaining Upciti OS's client portfolio within the public sector across Saudi Arabia and the broader region. This team facilitates the transition from the commercial phase to operational deployment and contributes directly to recurring revenue growth through client retention and upselling efforts.

The Role of Customer Success Manager

Upciti is seeking a Customer Success Manager to join its team in Makkah, specifically covering Jeddah and Makkah. This is a full-time position requiring 2-5 years of experience. The Customer Success Manager becomes the primary point of contact for clients post-sale, taking full ownership of the relationship. Responsibilities include leading onboarding processes, driving platform adoption and satisfaction, securing renewals, and independently managing upsell and portfolio growth opportunities across a multicultural international territory.

Key Responsibilities

• Client Onboarding & Deployment:

  • Engage during the final stages of closing to ensure a smooth handover from the sales team.
  • Lead kickoff meetings with the project team and client stakeholders, covering sizing plan review, installation schedule, and dashboard access setup.
  • Coordinate access provisioning and hardware deployment follow-up with the project team.
  • Deliver dashboard training to all end users and client-side stakeholders.

• Portfolio Development & Growth:

  • Conduct structured, regular check-ins (weekly, then bi-weekly, then monthly as the account matures).
  • Lead the 90-day Executive Business Review (EBR) with the client's leadership team.
  • Independently identify and drive upsell opportunities, such as new use cases, geographic expansion, and additional sensors.
  • Identify churn risks early and implement corrective action plans.

• Cross-functional Coordination & Continuous Improvement:

  • Act as the liaison between the client and internal teams (product, tech, commercial, project).
  • Provide client feedback to the product team and participate in monthly product meetings.
  • Contribute to building and improving Customer Success processes.

Candidate Profile and Experience

• Mid to senior profile with 3 to 5 years of experience in Account Management or Customer Success, specifically with a focus on upsell and account growth.
• Demonstrated expertise in customer relationships and growing an existing portfolio, rather than new business acquisition.
• Experience working in a startup or scale-up environment, indicating autonomy, ability to build a role, and adaptability to fast-moving settings.
• Previous involvement in building or structuring a Customer Success team or department from inception is preferred.

Work Environment

This full-time role is based in Makkah, with responsibilities covering clients in Jeddah and Makkah. The Customer Success Manager will work within the Saudi Commercial Team, contributing to the growth and retention of Upciti OS's public sector client portfolio.