Customer Success Manager
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Job Description
Customer Success Manager building and managing strategic customer relationships in AI for enterprise solutions. Driving adoption, satisfaction, and identifying growth opportunities.
Responsibilities:
- Own the customer relationship from post-signature through adoption, growth, and maturity
- Serve as the primary operational point of contact for customers
- Develop and execute customer success plans aligned with business and regulatory objectives
- Monitor and manage customer health using defined KPIs (TTFV, usage, health score, CSAT, NPS)
- Proactively identify churn risks and define mitigation plans
- Escalate issues in a structured and timely manner
- Ensure no-surprise renewals through early risk visibility
- Drive consistent and deep adoption of FOCAL within contracted scope
- Support customers in optimizing workflows and configurations
- Guide customers toward advanced use cases and best practices
- Identify and document expansion, upsell, or cross-sell opportunities
- Partner with Sales to position growth opportunities effectively
- Mentor Junior CSMs and contribute to onboarding new team members
Requirements:
- 5–8+ years of experience in Customer Success or strategic account management
- Experience managing complex, enterprise, or regulated customers
- Strong stakeholder management and executive communication skills
- Proven ability to manage risk, adoption, and customer outcomes
- Advanced experience with Salesforce and CS tooling
Benefits:
- You will be at the forefront of an exciting time for the Middle East, joining a high-growth rocket-ship in an exciting space.
- You will be given a lot of responsibility and trust.
- We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.
- The fundamentals will be taken care of: competitive compensation, top-tier health insurance, and an enabling culture so that you can focus on what you do best.
- You will enjoy a fun and dynamic workplace working alongside some of the greatest minds in AI.
- We believe strength lies in difference, embracing all for who they are and empowered to be the best version of themselves.
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