Customer Success Manager (CSM)📣 Job Ad

About Salasa

Salasa (سلاسة) is seeking a dedicated Customer Success Manager (CSM) to join its team in Riyadh, Saudi Arabia. This full-time position is central to managing customer relationships and ensuring long-term client satisfaction and growth within the assigned portfolio.

The Role of Customer Success Manager

The Customer Success Manager is responsible for the complete lifecycle of assigned customer accounts, from post-signature onboarding through activation, retention, and growth. This role involves managing the onboarding process, overseeing the day-to-day customer relationship, monitoring account health and satisfaction, identifying churn risks, and recognizing revenue opportunities. The CSM will also coordinate closely with internal teams to deliver a consistent and high-quality customer experience.

Key Responsibilities

• Own the assigned customer portfolio after receiving a complete handover from the Acquisition team.
• Manage the onboarding process, including account setup, integration follow-up, customer training, operational readiness, ensuring the first successful transaction, and early stabilization.
• Oversee the day-to-day customer relationship and maintain the agreed engagement cadence.
• Monitor customer satisfaction, service performance, revenue performance, and overall account health.
• Identify potential churn risks early, implement recovery actions, and escalate major risks to the Customer Success Director.
• Identify and pursue upselling and cross-selling opportunities within the assigned customer portfolio.
• Coordinate the resolution of customer issues with Sales Operations and relevant internal teams, ensuring the customer is informed until closure.
• Maintain complete and accurate records of customer information, activities, risks, opportunities, and next actions within the CRM system.
• Prepare portfolio updates and customer performance reviews as required.

Required Experience

Candidates for this role should possess 5-10 years of experience in customer success or a related client-facing role. The position requires strong capabilities in account management, proactive problem-solving, and effective communication to manage complex customer relationships and internal coordination.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a presence in the Riyadh office to effectively manage customer portfolios and collaborate with internal teams.

General Expectations

The scope of duties for this role may evolve based on business requirements and organizational needs. Employees may be assigned additional responsibilities consistent with their professional capabilities and company policies and regulations.