Customer Success Executive
2 weeks ago
- Manage the onboarding process for SMB customers and ensure a smooth product adoption experience
- Handle daily customer inquiries through calls, messages, and WhatsApp, ensuring fast and effective resolution
- Maintain regular engagement with customers to improve retention and product usage
- Monitor customer activity, identify usage gaps, and proactively re-engage low-usage accounts
- Educate customers on new features, product updates, and best practices to maximize value
- Identify upselling and cross-selling opportunities based on customer needs
- Log all customer interactions, issues, and follow-ups accurately within the CRM
- Coordinate with Product and Technical teams to escalate and resolve complex issues
- Prepare periodic reports on customer health, usage trends, and satisfaction levels
- Perform any other related duties as assigned
Requirements
- Bachelor's degree or diploma in Business, Communications, or any related field
- 1-3 years of experience in Customer Success, Account Management, Customer Support, or SaaS onboarding
- Saudi/Gulf dialect is highly preferred
- Experience with SaaS platforms or GCC-based clients is a strong plus
- Strong communication and customer empathy skills
- Good problem-solving, conflict-resolution, and time-management abilities
- Familiarity with CRM systems and customer lifecycle metrics
Working Conditions
- Total working hours: 9 hours daily (8 hours work + 1-hour break)
- Work mode: Office-based
- Location: Sheikh Zayed
- Two days off per week
- Performance evaluation based on customer retention, activation rate, response time, task completion, and customer satisfaction
Benefits
Competitive base salary + attractive commission structure.
Professional development and career advancement opportunities.
Supportive, energetic, and multicultural team environment.
Social and medical insurance coverage.
Learning & Development programs (L&D)
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