Customer Success Manager

About the role

We are looking for a proactive Customer Success Manager to own a portfolio of Tail/SMB accounts, ensuring customers achieve value from our platform and remain loyal. You will work closely with cross‑functional teams to drive retention, reduce churn and uncover growth opportunities.

Key responsibilities

• Manage a high‑volume portfolio of Tail/SMB accounts, maintaining regular engagement and ownership.
• Monitor customer health, usage, spend trends and proactively flag churn risks.
• Drive retention and reduce churn by addressing low‑balance, insolvency, inactivity and contraction‑risk accounts.
• Identify expansion and upsell opportunities and support commercial initiatives such as pricing transitions and revenue protection.
• Coordinate with Support, Compliance, Finance and Product teams to resolve customer issues and ensure proper platform adoption.
• Handle escalations professionally while maintaining clear communication with customers.
• Maintain accurate account updates and activity tracking in internal systems and CRM tools.

Required profile

• 2‑5 years of experience in Customer Success, Account Management, Customer Support, Sales or a similar customer‑facing role.
• Strong communication, relationship‑building and organizational skills.
• Ability to manage and prioritize a large portfolio of accounts.
• Commercial awareness with a focus on risk identification and growth opportunities.
• Fluent in English and Arabic.

Required skills

• Experience with CRM platforms such as HubSpot, Planhat or Salesforce.
• Basic understanding of APIs and telephony workflows.
• Problem‑solving mindset and ability to handle escalations calmly.