120 Success Manager jobs in Saudi Arabia

Overview

WELCOME TO SITA

We're the team that keeps airports moving, airlines flying smoothly, and borders open.

Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You'll find us at 95% of international hubs.

We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges.

Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork.

Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

About The Role & Team

As a Customer Success Manager (CSM), your mission is to ensure customer success through strategic partnership, proactive service management, and advocacy.

You’ll work with key stakeholders—up to VP level—helping customers achieve their business objectives by aligning them with SITA's Service Management solutions.

You will be part of the Customer Service Management team, reporting to the Senior Customer Success Manager.

This role plays a critical part in executing SITA's service commitments, maximizing the value delivered to customers, and identifying opportunities to grow revenue through upselling and renewals.

What You’ll Do

• Serve as a strategic partner and trusted advisor to customer stakeholders and executive sponsors.
• Build strong customer relationships to drive adoption, satisfaction, and retention.
• Act as the voice of the customer within SITA, escalating and resolving operational issues proactively.
• Lead operational service performance reviews and other service-related meetings aligned with contractual and SGS standards.
• Manage end-to-end operational escalation and customer dissatisfaction issues to resolution.
• Drive continual service improvements (CSI) with recommendations for service upgrades and innovation.
• Monitor service delivery performance and own Service Improvement Plans (SIPs).
• Support resolution of complex network incidents and lead implementation of change requests.
• Collaborate with sales teams to identify and close renewal and expansion opportunities.
• Act as a pre-sales service expert by contributing to service design, support models, and service level agreements for complex or customized solutions.
• Manage billing accuracy, cost control, and revenue tracking related to assigned accounts.
• Maintain up-to-date knowledge of SITA products and services, as well as competitive solutions in the market.
• Supervise and guide other client service staff supporting the customer.

Background in airline or air transport

Hands-on SQL experience

What We Offer

We’re all about diversity.

We operate in 200 countries and speak 60 different languages and cultures.

We’re really proud of our inclusive environment.

Our offices are comfortable and fun places to work, and we make sure you get to work from home too.

Find out what it's like to join our team and take a step closer to your best life ever.

• Flex Week : Work from home up to 2 days / week (depending on your team’s needs)

Flex Day : Make your workday suit your life and plans.

We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

SITA is an Equal Opportunity Employer.

We value a diverse workforce.

In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and / or persons with disabilities to apply and self-identify in the application process.

Qualifications

ABOUT YOUR SKILLS

Bachelor’s degree in Computer Science, Software Engineering, or a related field in Information Technology.

Minimum of 5 years of experience in customer service for large-scale IT systems.

Proven experience in managing and supporting Level 1 and Level 2 technical support for software system services and functions.

Demonstrated ability to guide and mentor team members to ensure accurate and timely handling of customer inquiries.

Experience in resolving complex customer issues that cannot be addressed by the support team and escalating unresolved issues to Level 3 support when necessary.

Skilled in developing and implementing operational procedures to enhance service delivery.

Strong understanding of service level agreements (SLAs), technical policies, and compliance monitoring.

Proficiency in assigning and distributing customer service tasks to ensure smooth and efficient workflow.

Ability to generate regular and ad hoc reports on system issues, incident progress, and resolutions.

Applicants must be Saudi nationals to be considered for this position.

NICE-TO-HAVE

Get AI-powered advice on this job and more exclusive features.

Job Summary:

The Customer Success Manager is a key role within the Customer Success Department, responsible for ensuring customers achieve their desired outcomes while using the company's products or services. The CSM acts as a trusted advisor, building strong relationships with customers, driving product adoption, and ensuring customer satisfaction and retention. This role requires a proactive, strategic, and customer-focused individual who can balance relationship management with data-driven insights to deliver exceptional customer experiences.

Job Summary:

The Customer Success Manager is a key role within the Customer Success Department, responsible for ensuring customers achieve their desired outcomes while using the company's products or services. The CSM acts as a trusted advisor, building strong relationships with customers, driving product adoption, and ensuring customer satisfaction and retention. This role requires a proactive, strategic, and customer-focused individual who can balance relationship management with data-driven insights to deliver exceptional customer experiences.

Key Responsibilities:

• Customer Relationship Management:
• Build and maintain strong, long-term relationships with assigned customers, serving as their primary point of contact
• Understand customer goals, challenges, and success metrics to provide tailored guidance and support
• Conduct regular check-ins, business reviews, and strategic meetings to ensure customer satisfaction and alignment with their objectives
• Onboarding and Adoption:
• Lead the onboarding process for new customers, ensuring a smooth transition and quick time-to-value
• Drive product adoption by educating customers on features, best practices, and use cases that align with their goals
• Monitor customer usage and engagement to identify opportunities for increased adoption and value realization
• Retention and Expansion:
• Proactively identify at-risk customers and develop action plans to mitigate churn
• Collaborate with the Sales team to identify upsell and cross-sell opportunities, contributing to revenue growth
• Ensure high renewal rates by delivering consistent value and addressing customer concerns promptly
• Customer Advocacy:
• Act as the voice of the customer within the organization, sharing feedback and insights with Operation, Marketing, and Sales teams
• Advocate for customers' needs and priorities, ensuring their success is at the forefront of company initiatives
• Encourage satisfied customers to participate in case studies, testimonials, and referrals
• Data-Driven Insights and Reporting:
• Track and analyze customer health metrics, such as product usage, support tickets, and satisfaction scores
• Provide regular reports on customer success metrics, including retention rates, churn risk, and expansion opportunities
• Use data to identify trends, risks, and opportunities for improving the customer experience
• Continuous Improvement:
• Stay up-to-date on industry trends, product updates, and best practices in customer success
• Contribute to the development of customer success resources, such as playbooks, training materials, and knowledge base articles
• Participate in cross-functional projects to improve processes, tools, and strategies for customer success
  
  

• Education:
• Bachelor's degree in Business, Marketing, Communications, or a related field (preferred but not required)
• Experience 3-5 years of experience in customer success, account management, or a related role
• Experience in SaaS, technology, or a subscription-based business model is highly desirable
• Skills:
• Exceptional communication, presentation, and interpersonal skills
• Strong problem-solving and strategic thinking abilities
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango)
• Ability to analyze data and translate insights into actionable strategies
• Project management and organizational skills to manage multiple customer accounts effectively

• Seniority level Director

• Employment type Full-time

• Job function Other
• Industries IT Services and IT Consulting

Referrals increase your chances of interviewing at Master Works by 2x

Get notified about new Customer Success Manager jobs in Riyadh, Riyadh, Saudi Arabia .

Riyadh, Riyadh, Saudi Arabia 17 hours ago

Riyadh, Riyadh, Saudi Arabia 18 hours ago

Riyadh, Riyadh, Saudi Arabia 12 hours ago

Riyadh, Riyadh, Saudi Arabia 17 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards.

Since 2022, over 1000 businesses in the UAE—from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.

As a Customer Success Manager at Alaan, you will be the strategic link between our company and a diverse portfolio of high-value clients, working proactively to help them achieve success through our platform. You’ll serve as a trusted advisor, managing client relationships from onboarding to long-term partnership, ensuring their goals are met, and enhancing their experience with our product. Your expertise will drive client satisfaction, loyalty, and growth in a fast-paced, start-up environment.

• Account Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
• Continuous Learning and Development - Develop a deep understanding of a client’s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
• Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
• Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
• A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.
• Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.

• Must be a Saudi national.
• 3+ years of proven successful experience as a Customer Success Manager in B2B SaaS / analytics.
• Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programmes or equivalent.
• Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
• Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
• Passion for Business Optimization – You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
• Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s needs.
• Client Empathy – You’ll be building deep, trusting relationships.
• Communication Skills - Excellent verbal, written, and presentation skills in English.
• Positivity – You’ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.
• Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base.
• Start-up Attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.
• Knowledge - Accounting and Finance processes is a strong plus.

• Generous equity compensation to bring a high degree of ownership into your work, as Alaan grows, you grow with it
• Contribute to building the Middle East’s most beloved fintech brand from the ground up
• Benefit from a role with significant ownership and accountability
• Thrive in a flexible hybrid culture with ample work-life balance

Gigalogy株式会社は、AIを活用したリアルタイムパーソナライゼーションを提供し、eコマースの成長を支援する企業です。ユーザー満足度の向上、ブランドロイヤルティの最大化、収益の拡大を目指し、使いやすくコストパフォーマンスに優れたサービスを提供しています。

さらに、先進的な生成AIを活用したインテリジェントなアプリケーションをノーコードで数時間以内に作成できるプラットフォーム も提供しています。これにより、複雑な課題を解決できるスマートアプリケーションの開発には、高度な専門知識、長時間の開発、そして多額のコストが必要 という問題を解消し、誰でも簡単に高度なアプリケーションを構築できる環境を提供しています。

Gigalogyでは、顧客との関係構築・維持をリードするCustomer Success Manager を募集しています。顧客とのコミュニケーションを大切にし、彼らが製品やサービスに満足し、最大限の価値を得られるようサポートする役割です。ソリューションエンジニアと密に連携し、技術的な質問にも対応しながら、顧客の成功を支援します。

お仕事内容:

• 顧客との関係を管理し、信頼関係を築く
• ソリューションエンジニアと協力し、顧客からの技術的な質問に迅速に対応する
• 顧客のKPIを監視・管理し、満足度向上を目指す
• 顧客のフィードバックを収集し、製品やサービスの改善に活かす
• 定期的に顧客とのミーティングを企画・実施し、利用状況や課題を確認
• 契約更新や追加導入の提案など、顧客との長期的な関係を維持・促進する
  
• カスタマーサクセス、アカウントマネージャー、または同様の役割での経験（2年以上が望ましい）
• 優れたコミュニケーション能力と問題解決スキル
• 顧客との関係構築に積極的で、結果志向のアプローチができる方
• 複数の顧客を同時に管理できるマルチタスクスキル
• ネイティブレベルの日本語能力（N1相当以上）
• 基本的なAPIやWebアプリケーションの知識がある方は歓迎

歓迎スキル:

• SaaS製品またはAI技術に関する知識・経験
• CRMツールやカスタマーサクセスプラットフォームの利用経験
• 技術的なバックグラウンドがある方はプラス

• 最先端のAI技術に触れながら、顧客と直接関わるポジションで活躍できる
• 柔軟な働き方が可能（リモートワーク制度あり）
• 成長企業でキャリアアップのチャンスが豊富

給与と福利厚生:

• 年俸 6,000,000円～8,000,000円（経験・能力を考慮して決定します。）
• 実績によって年2回昇給有り
• ボーナス年1回12月支給（業績により変更の可能性あり・試用期間はなし）
• ストックオプション

勤務時間: 10:00 - 19:00

休日休暇:
完全週休二日制（土日）、国民の祝日、年次有給休暇、病欠有給休暇（5日）

応募方法:
興味をお持ちの方は、履歴書・職務経歴書（日本語・英語どちらでも可）をご提出ください。
皆様のご応募をお待ちしております。

Gigalogy株式会社は、AIを活用したリアルタイムパーソナライゼーションを提供し、eコマースの成長を支援する企業です。ユーザー満足度の向上、ブランドロイヤルティの最大化、収益の拡大を目指し、使いやすくコストパフォーマンスに優れたサービスを提供しています。

さらに、先進的な生成AIを活用したインテリジェントなアプリケーションをノーコードで数時間以内に作成できるプラットフォーム も提供しています。これにより、複雑な課題を解決できるスマートアプリケーションの開発には、高度な専門知識、長時間の開発、そして多額のコストが必要 という問題を解消し、誰でも簡単に高度なアプリケーションを構築できる環境を提供しています。

Gigalogyでは、顧客との関係構築・維持をリードするCustomer Success Manager を募集しています。顧客とのコミュニケーションを大切にし、彼らが製品やサービスに満足し、最大限の価値を得られるようサポートする役割です。ソリューションエンジニアと密に連携し、技術的な質問にも対応しながら、顧客の成功を支援します。

お仕事内容:

• 顧客との関係を管理し、信頼関係を築く
• ソリューションエンジニアと協力し、顧客からの技術的な質問に迅速に対応する
• 顧客のKPIを監視・管理し、満足度向上を目指す
• 顧客のフィードバックを収集し、製品やサービスの改善に活かす
• 定期的に顧客とのミーティングを企画・実施し、利用状況や課題を確認
• 契約更新や追加導入の提案など、顧客との長期的な関係を維持・促進する
  
• カスタマーサクセス、アカウントマネージャー、または同様の役割での経験（2年以上が望ましい）
• 優れたコミュニケーション能力と問題解決スキル
• 顧客との関係構築に積極的で、結果志向のアプローチができる方
• 複数の顧客を同時に管理できるマルチタスクスキル
• ネイティブレベルの日本語能力（N1相当以上）
• 基本的なAPIやWebアプリケーションの知識がある方は歓迎

歓迎スキル:

• SaaS製品またはAI技術に関する知識・経験
• CRMツールやカスタマーサクセスプラットフォームの利用経験
• 技術的なバックグラウンドがある方はプラス

• 最先端のAI技術に触れながら、顧客と直接関わるポジションで活躍できる
• 柔軟な働き方が可能（リモートワーク制度あり）
• 成長企業でキャリアアップのチャンスが豊富

給与と福利厚生:

• 年俸 6,000,000円～8,000,000円（経験・能力を考慮して決定します。）
• 実績によって年2回昇給有り
• ボーナス年1回12月支給（業績により変更の可能性あり・試用期間はなし）
• ストックオプション

勤務時間: 10:00 - 19:00

休日休暇:
完全週休二日制（土日）、国民の祝日、年次有給休暇、病欠有給休暇（5日）

応募方法:
興味をお持ちの方は、履歴書・職務経歴書（日本語・英語どちらでも可）をご提出ください。
皆様のご応募をお待ちしております。

Job Summary:
The Customer Success Manager is a key role within the Customer Success Department, responsible for ensuring customers achieve their desired outcomes while using the company’s products or services. The CSM acts as a trusted advisor, building strong relationships with customers, driving product adoption, and ensuring customer satisfaction and retention. This role requires a proactive, strategic, and customer-focused individual who can balance relationship management with data-driven insights to deliver exceptional customer experiences.

Key Responsibilities:

1.Customer Relationship Management:

• Build and maintain strong, long-term relationships with assigned customers, serving as their primary point of contact.
• Understand customer goals, challenges, and success metrics to provide tailored guidance and support.
• Conduct regular check-ins, business reviews, and strategic meetings to ensure customer satisfaction and alignment with their objectives.

2.Onboarding and Adoption:

• Lead the onboarding process for new customers, ensuring a smooth transition and quick time-to-value.
• Drive product adoption by educating customers on features, best practices, and use cases that align with their goals.
• Monitor customer usage and engagement to identify opportunities for increased adoption and value realization.

3.Retention and Expansion:

• Proactively identify at-risk customers and develop action plans to mitigate churn.
• Collaborate with the Sales team to identify upsell and cross-sell opportunities, contributing to revenue growth.
• Ensure high renewal rates by delivering consistent value and addressing customer concerns promptly.

4.Customer Advocacy:

• Act as the voice of the customer within the organization, sharing feedback and insights withOperation, Marketing, and Sales teams.
• Advocate for customers’ needs and priorities, ensuring their success is at the forefront of company initiatives.
• Encourage satisfied customers to participate in case studies, testimonials, and referrals.

5.Data-Driven Insights and Reporting:

• Track and analyze customer health metrics, such as product usage, support tickets, and satisfaction scores.
• Provide regular reports on customer success metrics, including retention rates, churn risk, and expansion opportunities.
• Use data to identify trends, risks, and opportunities for improving the customer experience.

6.Continuous Improvement:

• Stay up-to-date on industry trends, product updates, and best practices in customer success.
• Contribute to the development of customer success resources, such as playbooks, training materials, and knowledge base articles.
• Participate in cross-functional projects to improve processes, tools, and strategies for customer success.

Qualifications:

*Education:

• Bachelor’s degree in Business, Marketing, Communications, or a related field (preferred but not required).

• Experience 3-5 years of experience in customer success, account management, or a related role.
• Experience in SaaS, technology, or a subscription-based business model is highly desirable.

*Skills:

• Exceptional communication, presentation, and interpersonal skills.
• Strong problem-solving and strategic thinking abilities.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight,Totango).
• Ability to analyze data and translate insights into actionable strategies.
• Project management and organizational skills to manage multiple customer accounts effectively.

The driving force behind our success has always been the people of AspenTech. What drives us is our aspiration, desire, and ambition to keep pushing the envelope, overcoming hurdles, and challenging the status quo to continually find better ways. You will experience these qualities of passion, pride, and aspiration through our career development programs, community service projects, and social events that foster fun and relationship building across our global community.

The Customer Success Manager (CSM) is responsible for building and maintaining strong, high-level (i.e., key decision makers, influencers, and senior management) trusted advisor relationships within assigned accounts. The goal is to ensure high levels of customer satisfaction and recognition of ROI tied to customer business initiatives, leading to renewals and solution growth opportunities. Candidates should be passionate and experienced, capable of helping a portfolio of customers reach their business transformation goals by leveraging our solutions. This involves creating trusted relationships, providing insights on technology, governance, and adoption, and industry thought leadership. Customer Success Managers must align our success with customer business initiatives by demonstrating autonomy, ownership, and dedication to helping each customer understand their maturity level through a value framework process.

We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world’s air travel industry.

You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?

Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As a Customer Success Manager (CSM), your mission is to ensure customer success through strategic partnership, proactive service management, and advocacy. You’ll work with key stakeholders—up to VP level—helping customers achieve their business objectives by aligning them with SITA's Service Management solutions.You will be part of the Customer Service Management team, reporting to the Senior Customer Success Manager. This role plays a critical part in executing SITA's service commitments, maximizing the value delivered to customers, and identifying opportunities to grow revenue through upselling and renewals.

WHAT YOU’LL DO

• Serve as a strategic partner and trusted advisor to customer stakeholders and executive sponsors.
• Build strong customer relationships to drive adoption, satisfaction, and retention.
• Act as the voice of the customer within SITA, escalating and resolving operational issues proactively.
• Lead operational service performance reviews and other service-related meetings aligned with contractual and SITA standards.
• Manage end-to-end operational escalation and customer dissatisfaction issues to resolution.
• Drive continual service improvements (CSI) with recommendations for service upgrades and innovation.
• Monitor service delivery performance and own Service Improvement Plans (SIPs).
• Support resolution of complex network incidents and lead implementation of change requests.
• Collaborate with sales teams to identify and close renewal and expansion opportunities.
• Act as a pre-sales service expert by contributing to service design, support models, and service level agreements for complex or customized solutions.
• Manage billing accuracy, cost control, and revenue tracking related to assigned accounts.
• Maintain up-to-date knowledge of SITA products and services, as well as competitive solutions in the market.
• Supervise and guide other client service staff supporting the customer.

ABOUT YOUR SKILLS

• Bachelor’s degree in Computer Science, Software Engineering, or a related field in Information Technology.
• Minimum of 5 years of experience in customer service for large-scale IT systems.
• Proven experience in managing and supporting Level 1 and Level 2 technical support for software system services and functions.
• Demonstrated ability to guide and mentor team members to ensure accurate and timely handling of customer inquiries.
• Experience in resolving complex customer issues that cannot be addressed by the support team and escalating unresolved issues to Level 3 support when necessary.
• Skilled in developing and implementing operational procedures to enhance service delivery.
• Strong understanding of service level agreements (SLAs), technical policies, and compliance monitoring.
• Proficiency in assigning and distributing customer service tasks to ensure smooth and efficient workflow.
• Ability to generate regular and ad hoc reports on system issues, incident progress, and resolutions.
• Applicants must be Saudi nationals to be considered for this position.

NICE-TO-HAVE

• Background in airline or air transport
• Hands-on SQL experience

WHAT WE OFFER

We’re all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your team’s needs)

Flex Day: Make your workday suit your life and plans.

Flex Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health – a personalized platform that supports a range of wellbeing needs.

Professional Development : Level up your skills with our training platforms, including LinkedIn Learning!

Competitive Benefits : Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.

Purpose:

We are seeking a skilled Customer Success Manager (CSM) who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing existing and new programs that will increase our business’ revenue potentials and minimize churn rates.

Roles & Responsibilities:

1. Manage customer onboarding and product training.
2. Educate customers on the use and benefits of our products and services.
3. Ensure customers get fast time-to-value.
4. Keep clients engaged and regularly using products (increasing adoption).
5. Build customer loyalty and reduce churn (increasing retention).
6. Develop a positive customer experience and foster healthy working relationships.
7. Assist customers with setting up and navigating our platform.
8. Promote the value of the products.
9. Maintain customer satisfaction and have them as promoters and advocates (increasing NPS rate).
10. Solve customers’ issues and problems proactively.
11. Assist in creating training courses and educational materials.
12. Review customer complaints and concerns and seek to improve the customer experience.
13. Record and report customer feedback to upper management.