Customer Success Manager

SITA

Job Description

Roles & Responsibilities

Desired Candidate Profile

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

EXPERIENCE:

• Proven track record in operational leadership with 5+ years in managing customer-facing functions, ideally within a SaaS or tech-driven environment, ensuring high service levels and operational excellence.
• Demonstrated success in relationship and stakeholder management: Skilled at fostering strong internal and external partnerships to drive customer satisfaction and retention across operational teams.
• Experience with onboarding and training customers: Ability to guide customers through the initial setup and ongoing use of a product or service.
• Experienced in driving business growth through operational insights: Able to support upselling and cross-sell strategies by identifying trends and aligning resources accordingly.
• Operational project coordination: While formal project management certification is not essential, being able to lead multiple initiatives and coordinate cross-functional teams toward shared objectives.
• Proficient in data analysis and operational reporting: Uses customer data and performance metrics to drive continuous improvement and optimize delivery service.

KNOWLEDGE:

• Deep understanding of operational strategies in customer success: Well-versed in best practices and processes that improve customer experience and team efficiency.
• Ability to align operational activities with business goals: Strong focus on translating customer needs into actionable plans, ensuring service delivery aligns with business outcomes.
• Familiarity with operational and customer success KPIs such as SLA adherence, case resolution time, key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Health Scores
• Technically competent with products and systems: Able to troubleshoot basic issues and work closely with technical teams to address more complex challenges.
• Analytic thinking with problem solving as primary outcome.

SKILLS:

• Strong communication and stakeholder management: Confident in presenting to leadership, coordinating with cross-functional teams, and maintaining transparency across business units.
• Excellent problem-solving and critical thinking: Capable of analyzing operational challenges and implementing practical, scalable solutions.
• People leadership and team engagement: Builds trust with teams and customers alike through empathy, collaboration, and a customer-first mindset.
• Exceptional time management and organizational ability: Excels in balancing multiple responsibilities, meeting deadlines, and maintaining high service standards.