Sr. Customer Success Manager📣 Job Ad

About Lucidya

Lucidya is an AI-native platform specializing in customer experience (CX) intelligence. The platform autonomously manages entire customer lifecycles, from initial engagement through retention and growth. Unlike systems that only surface insights, Lucidya completes the loop with proprietary Natural Language Understanding (NLU) capabilities, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

The Role: Senior Customer Success Manager

As Lucidya continues to grow across the public and enterprise sectors, we are seeking a Senior Customer Success Manager to lead and manage government and strategic accounts. This full-time role, based in Riyadh, Riyadh Province, extends beyond traditional SaaS customer success. The successful candidate will act as a trusted advisor and account lead, owning end-to-end delivery, managing complex stakeholder environments, and translating media monitoring insights into actionable value for clients.

Key Responsibilities

• Own and manage a portfolio of government and enterprise accounts, acting as the primary point of contact across all stakeholders.
• Lead end-to-end account delivery, ensuring projects, reporting cycles, and commitments are executed on time and to a high standard.
• Translate media monitoring and social listening insights into strategic recommendations that drive client outcomes.
• Drive customer adoption, engagement, and retention through proactive account planning and value realization.
• Build strong, trust-based relationships with senior stakeholders, including within government entities.
• Identify opportunities for account growth, including upsell and cross-sell of additional Lucidya solutions.
• Collaborate closely with Product, Support, and Professional Services teams to deliver seamless customer experiences.
• Act as the voice of the customer, feeding structured insights back into the business.
• Monitor and report on key success metrics such as adoption, NPS, campaign performance, and sentiment trends.

Candidate Profile and Qualifications

We are seeking a candidate who thinks like an account owner, not solely a platform enabler. The ideal individual will be comfortable navigating government environments, leading delivery initiatives, and effectively translating insights into tangible client impact.

• Proven experience in customer success or account management, with a focus on government or strategic enterprise accounts.
• Ability to manage complex stakeholder environments and lead end-to-end account delivery.
• Strong analytical skills to translate data and insights into actionable strategies.
• Excellent relationship-building and communication skills.

Required Experience

Candidates should possess 5-10 years of relevant professional experience in a similar capacity. This is a full-time position based in Riyadh, Riyadh Province.

Application Information

Lucidya offers a professional environment for individuals looking to contribute to customer experience intelligence. Salary for this position will be discussed during the interview process.