Customer Success Officer📣 Job Ad

About InnovationTeam and the Customer Success Officer Role

InnovationTeam is a leading digital transformation and IT solutions provider headquartered in Riyadh, Saudi Arabia. The company specializes in delivering innovative technology solutions across various domains, including cloud, cybersecurity, AI, digital infrastructure, managed services, and enterprise applications. With a strong focus on innovation and customer success, InnovationTeam enables organizations in both the public and private sectors to accelerate their digital transformation journeys. We are currently seeking a Customer Success Officer to join our full-time team in Riyadh.

Purpose of the Role

The Customer Success Officer will be responsible for owning the customer relationship and assigned accounts from end-to-end. This role acts as the single point of contact between clients and internal teams, ensuring fast issue resolution, transparent reporting, and the long-term health of client accounts.

Key Responsibilities

• Own assigned client relationships, driving satisfaction, retention, and trust through proactive engagement.
• Act as the escalation bridge between customers and internal teams (Operations, HR, Finance, Technical) to ensure seamless service delivery.
• Manage queries, incidents, and escalations within agreed Service Level Agreements (SLAs), maintaining full visibility via trackers and dashboards.
• Deliver Management Information System (MIS) reports, service analytics, and management presentations that highlight trends, risks, and areas for improvement.
• Manage stakeholder expectations through clear communication, negotiation, and solution-first discussions.
• Handle multiple priorities effectively in a fast-paced environment while ensuring compliance with internal SLAs and standards.
• Drive process improvements aimed at enhancing customer experience and operational efficiency.

Qualifications and Experience

Candidates for this position should possess 5-10 years of relevant professional experience in customer success or account management roles.

Work Type and Location

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

Application Process

Interested candidates who meet the specified requirements are encouraged to apply.