Customer Success Manager (CSM)
About the Role
As a Customer Success Manager, you'll be the primary point of contact for our clients post-onboarding, ensuring they get maximum value from the iVoiceUp platform, driving retention, and identifying opportunities for account growth.
Key Responsibilities
- Manage the post-sale client relationship, serving as the main point of contact for a portfolio of enterprise accounts
- Lead client onboarding and ensure smooth platform adoption
- Proactively monitor client health, usage, and satisfaction to reduce churn risk
- Handle client queries, escalations, and troubleshoot issues in coordination with the product/tech team
- Conduct regular check-ins and business reviews with clients
- Identify upsell/cross-sell opportunities and coordinate with the commercial team
- Gather client feedback to inform product and service improvements
Requirements & Qualifications
- Minimum 3 years of experience in a Customer Success, Account Management, or client-facing role, ideally within B2B SaaS
- Strong communication and relationship-management skills
- Ability to manage multiple accounts and prioritize competing priorities
- Comfortable coordinating cross-functionally with product, tech, and commercial teams
- Fluency in English and Arabic required; Arabic is a plus