Customer Success Consultant📣 Job Ad

About the Role

Kaizen Firm is seeking a Customer Success Consultant to join its team in Riyadh, Saudi Arabia. This full-time position is responsible for managing customer relationships, ensuring satisfaction, supporting onboarding and adoption, and driving customer retention and growth. The Customer Success Consultant will report to the Group Director, Enterprise Solutions.

Key Responsibilities

• Manage the onboarding of new customers, including initial setup, implementation, training, resource provision, and ongoing support to ensure a smooth transition and early product/service adoption.
• Build and maintain strong relationships with assigned customers, acting as a trusted point of contact.
• Understand customer needs, challenges, and pain points, and proactively recommend suitable solutions.
• Monitor customer engagement and satisfaction metrics, identifying areas for improvement.
• Provide ongoing customer support, troubleshooting assistance, and guidance on the effective use of products and services.
• Drive customer retention by developing strong relationships and supporting customers throughout their lifecycle.
• Identify opportunities for upselling and cross-selling additional products or services.
• Support contract renewal activities and develop renewal plans based on evolving customer needs.
• Gather customer feedback and represent customer needs internally.
• Work cross-functionally with teams such as operations, finance, and marketing to address customer needs and improve the overall customer experience.
• Work independently with senior managers and stakeholders across regional markets.
• Monitor customer satisfaction, engagement, adoption, retention, and revenue growth metrics.
• Support continuous improvements to the customer onboarding and service experience.

Key Performance Indicators

• Customer Retention Rate
• Net Promoter Score (NPS)
• Customer Lifetime Value (CLV)
• Customer Churn Rate
• Revenue Growth from Existing Customers
• Customer Engagement Score
• Average Resolution Time
• Product Adoption Rate
• Customer Feedback and Satisfaction
• Contract Renewal Rate
• Expansion Revenue Rate
• Onboarding Efficiency

Required Experience

Candidates for this role should possess 2 to 5 years of relevant professional experience in customer success or a related field.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.

Application Process

Interested candidates are invited to submit their application for consideration.