Customer Success Specialist📣 Job Ad

About the Role

ArabWork Egypt is seeking a Customer Success Specialist to manage the entire customer lifecycle, from onboarding and activation through adoption, growth, and retention. This full-time position is based in Riyadh and requires 2-5 years of experience. The specialist will ensure customers are successfully onboarded, actively use the platform, gain measurable value, and maintain a strong long-term relationship with the company. The role serves as a primary link between customers and internal teams, including Sales, Operations, Finance, Product, Technology, and Commercial, operating within a fast-paced fintech environment.

Key Responsibilities

• Manage the transition of new customers from Sales to Customer Success, conducting onboarding sessions and guiding account setup.
• Ensure accurate completion of all required information and documentation, and train customers on platform features.
• Monitor activation activities, including account funding, card issuance, employee invitations, and initial transactions.
• Identify and remove barriers to onboarding and active platform usage.
• Monitor customer activity, product usage, engagement, and spending patterns to maximize platform value.
• Identify opportunities for feature adoption, account usage growth, and support account expansion with Commercial and Product teams.
• Manage the overall health of the customer portfolio, building trusted relationships and conducting regular check-ins.
• Identify early warning signs of dissatisfaction or churn, develop re-engagement plans, and escalate high-risk accounts.
• Respond to customer inquiries professionally within defined service-level agreements and investigate operational, financial, and technical issues.
• Take ownership of customer issues, prioritize cases, keep customers informed, and escalate to appropriate internal teams.
• Gather structured feedback on the platform and processes, representing the voice of the customer across the organization.
• Partner with Sales, Operations, Finance, Product, Technology, and Commercial teams to ensure seamless customer experience and issue resolution.
• Analyze customer behavior, product usage, and account health to identify reasons for inactivity or churn.
• Prepare regular reports on onboarding, activation, adoption, retention, and support cases, providing actionable customer insights.
• Maintain accurate customer records, document interactions, and contribute to Customer Success procedures and knowledge bases.

Required Skills and Attributes

• Proactive, commercially minded, and customer-focused approach.
• Strong ownership and responsiveness in managing customer relationships and issues.
• Analytical thinking and problem-solving abilities.
• Ability to operate effectively in a fast-paced fintech environment.
• Excellent communication and interpersonal skills for building trusted relationships.
• Proficiency in monitoring customer activity, product usage, and engagement patterns.
• Capability to identify and implement re-engagement plans for inactive customers.

Qualifications and Experience

• 2-5 years of experience in a customer success or similar client-facing role.
• Demonstrated ability to manage customer lifecycles from onboarding to retention.
• Experience in a fintech environment is highly desirable.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role operates within a dynamic and fast-paced fintech environment, requiring strong collaboration with various internal teams.

Application Process

Candidates who meet the qualifications are encouraged to apply for this role at ArabWork Egypt.