At Lucidya, we are on a mission to empower businesses in the MENA region through our advanced AI and big data technologies, leading the way in customer experience management tools specifically designed for the Arabic language.
As a Senior Customer Success Manager, you will play a crucial role in ensuring our clients achieve their desired outcomes while using our solutions. You will lead and mentor a team of Customer Success professionals, driving engagement, retention, and overall client satisfaction with Lucidya’s products.
Key Responsibilities:
- Own and lead the customer relationship management strategy to improve customer satisfaction and drive retention.
- Develop and execute engagement plans ensuring customers achieve their desired outcomes.
- Conduct regular check-ins and business reviews with clients, offering insights and recommendations.
- Collaborate with cross-functional teams to ensure customers are receiving optimal value from our products.
- Lead a team of Customer Success professionals, providing coaching and guidance to enhance team effectiveness.
- Identify upsell and cross-sell opportunities and work closely with the sales team to drive growth.
- Serve as the customer's advocate, sharing feedback with product and engineering teams to drive product improvements.
Requirements
- Bachelor’s degree in Business, Management, or a related field.
- Minimum 4 years of experience in customer success, account management, or similar roles.
- Proven track record in managing client relationships and driving retention.
- Strong leadership and mentoring abilities.
- Excellent communication and interpersonal skills.
- Ability to analyze data & metrics to inform and support decision-making.
- Experience in the SaaS OR Marketing Agency industry is preferred.
- This position is only for Saudi nationals.