Customer Success Manager

About the Role

Fursan Travel is seeking a Customer Success Manager to join their team in Riyadh, Saudi Arabia. This full-time role focuses on managing and strengthening relationships with corporate clients to ensure satisfaction and maximize the value derived from the company's travel services and solutions.

Key Responsibilities

• Manage and maintain strong relationships with Fursan’s corporate clients to ensure customer satisfaction, retention, and maximum value from travel services and solutions.
• Lead the implementation of client programs, ensuring all requirements are delivered within agreed timelines in coordination with relevant departments.
• Communicate client needs, expectations, and business objectives clearly to Customer Service, Finance, IT, and Operations teams.
• Handle escalated client issues, coordinate timely resolutions, and ensure a high level of service quality.
• Conduct regular client review meetings to evaluate performance, gather feedback, identify improvement opportunities, and strengthen client relationships.
• Develop and implement client communication plans to keep customers informed about travel industry updates, new services, policy changes, and relevant market developments.
• Organize training sessions and educational seminars for client booking teams to improve their knowledge of Fursan’s booking tools, travel services, and procedures.
• Prepare and deliver client presentations, business reviews, and contract renewal proposals in coordination with relevant stakeholders.
• Develop client success plans aligned with business objectives, identify opportunities to improve service delivery, and support account growth.
• Monitor client performance and satisfaction through regular reports, highlighting achievements, challenges, and the value delivered.
• Maintain accurate client records, contact details, business requirements, and communication history.
• Identify opportunities to increase client engagement, improve retention, and strengthen long-term business partnerships.

Required Experience

Candidates should possess 2-5 years of relevant experience in customer success or account management, preferably within the travel industry or a related service sector.

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia, within the Fursan Travel team.

Application Process

Interested candidates are encouraged to apply for this role. Salary details will be discussed during the interview process.