Customer Success Manager

About the role

The Customer Success Manager will act as the primary liaison between Zain Group, its operating companies and enterprise customers. You will ensure smooth project governance, timely order‑to‑cash processing and high‑quality client communication to drive satisfaction, revenue recognition and successful delivery.

Key responsibilities

• Coordinate customer updates across active Zain Group and OpCo projects.
• Maintain regular communication on project status, risks, dependencies and next steps.
• Track the full project lifecycle from purchase order issuance to delivery, acceptance, invoicing and collection.
• Follow up on pending purchase orders, delivery milestones, acceptance certificates, invoices and payments.
• Monitor project progress with delivery teams, update timelines and flag delays or risks.
• Escalate issues early to internal stakeholders and ensure documented resolution.
• Support timely revenue recognition by confirming milestones, acceptance documents and invoicing requirements.
• Prepare weekly status reports and support monthly governance reviews.

Required profile

• Minimum 5 years of experience in customer success, project coordination, account management, PMO or delivery governance.
• Strong understanding of AI, ICT, cloud, cybersecurity, managed services and digital transformation projects.
• Proven experience managing enterprise customers and cross‑functional internal teams.
• Excellent follow‑up, communication, reporting and escalation management abilities.

Required skills

• AI
• ICT
• Cloud computing
• Cybersecurity
• Managed services
• Digital transformation