Customer Success Specialist Merchant Onboarding📣 Job Ad

About Autobia

Autobia is seeking a Customer Success Specialist – Merchant Onboarding to join its team in Riyadh. This full-time role is integral to ensuring the successful integration and activation of new merchants on the platform.

Role Overview

The Customer Success Specialist – Merchant Onboarding is responsible for guiding newly joined merchants through their initial steps on the Autobia platform. This involves ensuring they achieve full activation as quickly as possible through hands-on training, proactive follow-up, and the removal of early barriers to getting started.

Key Responsibilities

• Welcome new merchants and conduct comprehensive onboarding sessions covering the platform, ordering process, and available support channels.
• Monitor each merchant's performance throughout their first 90 days, conducting periodic assessments of their engagement and activity levels on the platform.
• Track merchant activity regularly during the early weeks and flag any signs of disengagement.
• Proactively reach out when activity drops or a first order has not yet been placed.
• Identify merchants facing difficulties and escalate issues to the relevant team at the appropriate time.
• Maintain accurate and up-to-date records within the CRM system.
• Collect merchant feedback on the onboarding experience and share insights with the team lead.

Required Qualifications

• Bachelor's degree in Business, Communications, or a related field.
• 1–3 years of experience in a customer success or similar role.
• Strong communication skills with a professional, customer-focused approach.
• Familiarity with CRM systems.

Essential Skills

• Excellent communication skills with the ability to build lasting, positive relationships.
• Patience and professionalism when dealing with diverse personalities.
• Proactive mindset, demonstrating initiative without waiting to be directed.
• Strong time management and the ability to handle a high volume of accounts simultaneously.
• Analytical instinct to interpret customer behavior and identify potential risks early.
• Collaborative spirit with the ability to work effectively across multiple teams (sales, support, and operations).
• Adaptability and comfort working in a fast-paced, evolving environment.

Work Setting

This is a full-time position based in Riyadh. The role operates within a dynamic team environment, focusing on merchant success and platform engagement.