Customer Success Manager

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Key responsibilities

Manage a portfolio of Tail/SMB accounts and maintain regular customer engagement
Handle high account volume efficiently while maintaining strong follow-up and account ownership
Monitor customer health, usage, spend trends, and churn risks proactively
Drive customer retention and reduce churn across the assigned portfolio
Identify expansion and upsell opportunities where relevant
Follow up on low balance, insolvency, inactivity, and contraction-risk accounts
Coordinate internally with Support, Compliance, Finance, and Product teams to resolve customer concerns
Ensure customers are utilizing the platform correctly and adopting relevant features
Handle escalations professionally and maintain strong customer communication
Maintain accurate account updates and activity tracking within internal systems and CRM tools
Support commercial initiatives such as pricing transitions, account segmentation, and revenue protection efforts
Contribute to improving customer workflows, operational processes, and customer experience initiatives

Qualifications

2–5 years of experience in customer success, account management, customer support, sales, or a related customer-facing role
Strong communication and relationship-building skills
Strong organizational and follow-up skills
Ability to efficiently manage and prioritize a high-volume portfolio of accounts
Commercial awareness and ability to identify customer risk and growth opportunities
Ability to work cross-functionally with multiple internal teams
Problem-solving mindset and ability to handle customer escalations calmly
Fluent in English and Arabic

Nice-to-have skills

Experience working in SaaS, telecom, cloud, or contact center environments
Experience using CRM platforms such as HubSpot, Planhat, Salesforce, or similar tools
Understanding of customer retention and revenue metrics
Experience handling operational workflows and customer lifecycle management
Experience working with SMB or scaled customer portfolios
Basic understanding of APIs, telephony, or technical customer workflows is a plus

What success looks like in this role

Maintaining strong retention across the assigned portfolio
Proactively identifying and reducing churn risks
Efficiently managing a large number of customer accounts without compromising customer experience
Driving customer engagement and platform adoption
Maintaining strong operational discipline and customer follow-up
Supporting revenue growth and protection initiatives across the portfolio

See also