Customer Relationship Management Manager

2 weeks ago

Alexandria, Alexandria, Egypt World Wide Jobs Full time 80,000 - 150,000 per year

Job Overview:

We're looking for a passionate and proactive Customer Success Manager (CSM) to join our SaaS team. In this role, you'll be the trusted advisor to our clients—ensuring they realize the full value of our software, stay engaged, and grow with us over time. You'll own the post-sale relationship, driving adoption, retention, and expansion through a deep understanding of customer needs and goals.

Key Responsibilities:

  • Customer Onboarding: Guide new clients through a smooth onboarding process—setting clear expectations, providing training, and ensuring early success.
  • Relationship Management: Build long-term relationships with key stakeholders and users to ensure continued satisfaction and product engagement.
  • Product Adoption: Help clients maximize the value of our platform by providing best practices, use-case consulting, and workflow optimization.
  • Account Health Monitoring: Regularly check in with accounts, analyze usage data, and proactively identify risks or opportunities for growth.
  • Retention & Renewals: Own renewal conversations, mitigate churn risks, and drive net revenue retention.
  • Customer Advocacy: Serve as the voice of the customer by sharing feedback with product, support, and marketing teams to influence roadmap and strategy.
  • Upselling & Cross-Selling: Identify and promote relevant features or upgrades that align with customer goals.
  • Reporting: Provide data-driven reports and insights during QBRs (Quarterly Business Reviews) and internal strategy meetings.

Requirements

:

  • 7–10 years of experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company
  • Strong understanding of SaaS business models, metrics, and customer lifecycle
  • Excellent communication, presentation, and interpersonal skills
  • Ability to build rapport with both technical and non-technical users
  • Data-driven mindset with the ability to analyze and act on usage metrics
  • Proficiency in CRM and CSM tools (e.g., HubSpot, Salesforce, Gainsight, Intercom)
  • Problem-solving attitude with a proactive approach to client challenges
  • Bachelor's degree in Business, Marketing, Communications, or a related field
  • Alexandria
    Residency is a
    MUST

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