Customer Success Manager

Learn our products from A-Z and use that knowledge to educate our customers on our services, and what fits right for them Bridge the gap between the customer being onboarded and gaining value from our services Find strategic and consistent ways to keep our clients engaged & using our products regularly, increasing our adoption Build strong relationships with our customers rooted in trust and build customer loyalty through them Help our customers set-up and navigate our platform Identify which of our products could further bring value to our customers and up/cross-sell Obsess over metrics like NPS and closely monitor customer feedback, and most importantly - execute on them Work closely with the Customer Support, Professional Services, Product & Sales team to deliver an exceptional customer experience Monitor, collect and communicate customer feedback in a regular fashion to the wider teams - you act as the voice of the customer internally

Desired Candidate Profile

You re proactive and don t wait for the customer to reach out to you with a problem to know what they need or what challenges they re facing You re tech-savvy, and are comfortable navigating CRM tools such as HubSpot (that s what we use here at Lucidya) How to know you re tech-savvy? Your family and friends ask you questions like how do I do X on this [app]? You re also familiar with Customer Success Platforms (CSPs) such as ChurnZero, and are able to use it effectively to monitor utilization, behaviors, etc You re a strong communicator, and can explain technical terms to a 5 year old in a simple, digestible manner You re also bi-lingual, and can communicate with Arabic speaking customers as comfortably as you can with English speaking ones You re extremely customer centric - you put empathy at the forefront of customer interactions You have 3-5 years of experience in a similar role, and have a deep understanding of B2B SaaS You re comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships with them