Job Purpose:
The Customer Success Manager (CSM) is responsible for ensuring the successful retention, renewal, and growth of assigned customer accounts.The role will own the end-to-end renewal lifecycle for software licenses, subscriptions, and managed services contracts, ensuring renewals are identified, engaged, negotiated, and completed on time. The CSM will also identify and develop upselling and cross-selling opportunities within existing customers.
The ideal candidate combines strong customer relationship management and communication skills with a solid technical background, enabling them to understand customer environments, communicate effectively with technical and business stakeholders, and position relevant technology and managed service solutions
Job Accountabilities:
Renewal Management:
- Maintain a rolling renewal calendar covering all assigned customer contracts.
- Engage customers well ahead of renewal dates and establish clear renewal timelines.
- Prepare and follow up on renewal and expansion proposals.
- Achieve timely and successful renewal of licenses, subscriptions, and managed services contracts.
- Collaborate with vendors and internal teams to secure competitive renewal and expansion proposals.
Account Growth:
- Identify and convert upsell and cross-sell opportunities within existing accounts.
- Track customer commitments and ensure agreed actions are completed.
- Monitor customer usage/adoption where applicable and identify opportunities to increase value.
- Review existing contracts and identify opportunities for license expansion, additional services, upgrades, and new solutions.
Customer Success:
- Ensure customers receive ongoing value from their technology investments and services.
- Conduct regular customer touchpoints to understand satisfaction, upcoming requirements, and business priorities.
Pipeline Management:
- Maintain accurate renewal and expansion forecasts and CRM hygiene.
- Provide regular reporting on renewal status, risks, revenue, and upsell pipeline.
Technical Engagement:
- Understand customer technology environments sufficiently to engage with technical stakeholders and identify relevant solutions.
- Coordinate technical discussions, solution demonstrations, and workshops with Presales and technical teams.
Performance and Accountability:
- Meet or exceed assigned renewal and retention targets.
- Maintain a healthy and accurate renewal pipeline with no unmanaged upcoming expiries.
- Achieve assigned upsell and cross-sell targets within the existing customer base.
- Maintain accurate CRM records and forecasting.
- Ensure customer issues and renewal risks are identified and escalated promptly.
- Demonstrate consistent follow-up and ownership until customer commitments are completed.
Job Specification:
Education:
Bachelor's degree in Computer Science, Information Technology, Business, Engineering, or a related field.
Professional Certification:
- Relevant technology/cloud certifications are preferred.
- Customer Success, ITIL, cloud, cybersecurity, networking, or vendor certifications are an advantage.
Skills and Experience:
- Excellent written and verbal English communication skills.
- Arabic language is a huge plus.
- 1–3 years of experience in Customer Success or Account Management within the IT services industry.
