Customer Success Manager

As a Customer Success Manager, you will own a portfolio of Jisr s Mid-Market and SMB customers, serving as their trusted point of contact from post-activation through renewal. You are accountable for retention, adoption, and satisfaction across your accounts, executing structured engagement plans, leading QBRs and health checks, spotting risk and expansion signals early, and ensuring every customer in your book achieves measurable value from Jisr. This role is important for protecting Gross and Net Revenue Retention, supporting expansion within your accounts, and acting as the voice of the customer back into Product, Activation, and Support. Responsibilities 1.Portfolio Ownership & Account Strategy Own a portfolio of Mid-Market and SMB accounts, accountable for retention, adoption, and value realization across the customer lifecycle. Build and execute account-level success plans tied to each customer s business objectives, desired outcomes, and KPIs. Operate within the Customer Success Structure 2026. 2. Collaboration & Knowledge Sharing Share best practices and lessons learned from your accounts with fellow Customer Success Managers to raise the team s overall effectiveness. Take part in enablement sessions and case-study reviews to strengthen your skills on relevant SaaS use cases. 3. Customer Health, Retention & Value Realization Accountable for Gross Retention, Net Revenue Retention, health scores, and adoption metrics across your portfolio. Execute QBRs, health checks, value reviews, and renewal preparation cycles for every account in your book on cadence. Proactively identify at-risk customers, build structured save plans, and drive recovery actions through to closure. 4. Cross-Functional Alignment & Escalation Own end-to-end escalation management for accounts in your portfolio, coordinating across teams until resolution and closing the loop with the customer. Partner closely with Activation, Support, SMEs, Product, Sales, and Finance to deliver a seamless customer journey across handoffs. Provide structured customer feedback into Product and Operations to influence the roadmap and process improvements. 5. Growth, Expansion & Advocacy Identify, qualify, and progress expansion opportunities and Customer Success Qualified Leads (CSQLs) within your accounts in partnership with Account Management. Generate customer advocacy from your portfolio, including references, case studies, testimonials, and success stories. Build and maintain executive-sponsor relationships with key stakeholders across your accounts to strengthen long-term partnership. 6. Data, Reporting & Continuous Improvement Maintain accurate, up-to-date account data, health scores, notes, and forecasting in the CS tooling (CRM / CS platform). Use product usage data, health signals, and adoption metrics to prioritize outreach, build save plans, and inform renewal forecasts. Propose improvements to Customer Success processes, playbooks, and tools based on patterns observed across your portfolio. You Competemcies Account Management Collaboration & Knowledge Sharing Customer Value & Outcome Orientation SaaS Metrics & Retention Management Cross-Functional Collaboration Stakeholder Communication Data-Driven Decision Making Qualifications and Experience Bachelor s degree in Business, Management, Technology, or a related field. 3 - 5 years of experience in Customer Success, Account Management, or related B2B SaaS roles. Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment, with accountability for retention. Good understanding of retention models, customer health scoring, and value realization frameworks. Experience working with Mid-Market or Enterprise customers, preferably in HR Tech or ERP solutions. Demonstrated ability to partner cross-functionally with Sales, Product, Activation, and Support to drive customer outcomes. Skills Customer Success account execution. Portfolio management and renewal forecasting. Retention, adoption, and advocacy programs. Stakeholder communication and QBR delivery. Analytical thinking and KPI management. Escalation handling, negotiation, and renewal conversations.

Desired Candidate Profile

Qualifications and Experience Bachelor s degree in Business, Management, Technology, or a related field. 3 - 5 years of experience in Customer Success, Account Management, or related B2B SaaS roles. Proven experience owning a portfolio of Mid-Market or SMB accounts in a B2B SaaS environment, with accountability for retention. Good understanding of retention models, customer health scoring, and value realization frameworks. Experience working with Mid-Market or Enterprise customers, preferably in HR Tech or ERP solutions. Demonstrated ability to partner cross-functionally with Sales, Product, Activation, and Support to drive customer outcomes. Skills Customer Success account execution. Portfolio management and renewal forecasting. Retention, adoption, and advocacy programs. Stakeholder communication and QBR delivery. Analytical thinking and KPI management. Escalation handling, negotiation, and renewal conversations.