Customer Success Manager📣 Job Ad

About Lucidya and the Role

Lucidya is an AI-native platform specializing in customer experience (CX) intelligence, designed to autonomously manage entire customer lifecycles. Our platform utilizes proprietary NLU capabilities, trained on millions of multilingual conversations, to equip marketing, support, CX, and research teams with tools for delivering personalized experiences. These efforts drive measurable improvements in customer satisfaction, retention, and lifetime value. We are seeking a Customer Success Manager to join our full-time team in Riyadh, Riyadh Province, focusing specifically on government and public sector entities.

Role Overview and Impact

As Lucidya experiences rapid growth, delivering an exceptional customer experience remains a priority. This role involves partnering closely with stakeholders within large-scale governmental organizations to ensure long-term value realization, adoption, and trust in Lucidya's services. The Customer Success Manager will be instrumental in bridging the gap between customer onboarding and achieving tangible value from our platform, requiring a deep understanding of structure, stakeholder alignment, and high service standards inherent in public sector environments.

Key Responsibilities

• Acquire thorough knowledge of Lucidya's products to educate customers on services and suitable solutions.
• Facilitate the transition from customer onboarding to value realization from Lucidya's offerings.
• Develop strategic approaches to maintain client engagement and consistent product usage, thereby increasing adoption.
• Cultivate strong, trust-based relationships with customers to foster loyalty.
• Provide assistance to customers with platform setup and navigation.
• Identify opportunities for additional products that could benefit customers and support up/cross-selling initiatives.
• Monitor key metrics such as NPS, closely track customer feedback, and implement actions based on these insights.
• Collaborate with Customer Support, Professional Services, Product, and Sales teams to ensure a cohesive customer experience.
• Act as the internal voice of the customer by monitoring, collecting, and regularly communicating customer feedback to wider internal teams.

Candidate Profile and Qualifications

• A proactive approach, anticipating customer needs and challenges.
• Tech-savvy with proficiency in CRM tools such as HubSpot, Lucidya's CRM.
• Familiarity with Customer Success Platforms (CSPs) like ChurnZero, and the ability to use them for monitoring utilization and behaviors.
• Strong communication skills, capable of explaining technical terms clearly and concisely.
• Bilingual proficiency in both Arabic and English, enabling effective communication with speakers of both languages.
• Extremely customer-centric, prioritizing empathy in all customer interactions.
• 3-5 years of experience in a similar customer success role.
• Deep understanding of the B2B SaaS landscape.
• Comfortable interacting face-to-face with clients from diverse backgrounds and building strong relationships.

Specific Requirements

Due to the nature of engagement with government-sector entities, this role requires the candidate to be a Saudi National.

Application Process

The hiring process for this position typically involves the following stages:

1. A screening call with Talent Acquisition.
2. A technical interview with the hiring manager.
3. A formal offer will be extended upon successful completion of the interview stages.