Customer Success Manager

About the company Jisr is Saudi Arabia’s leading HR and payroll platform, helping organisations digitise people operations and stay compliant with local regulations. Our platform serves fast growing SMB, mid market and enterprise customers across the Kingdom and wider GCC, giving HR and finance teams the tools they need to hire, manage and pay people with confidence. As we scale our go to market engine for 2026 and beyond, we are building a modern, high performing SDR organisation that sets the standard for pipeline excellence in the region. This is an opportunity to join at a pivotal phase of growth, where your work will directly influence our success and help shape the next generation of talent within Jisr. About the Role 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.

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.

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. Share best practices and lessons learned with fellow CSMs to raise team effectiveness. Participate in enablement sessions and case-study reviews for relevant SaaS use cases. Accountable for Gross Retention, Net Revenue Retention, health scores, and adoption metrics; execute QBRs, health checks, value reviews, and renewal preparation cycles. Proactively identify at-risk customers, build structured save plans, and drive recovery actions to closure. Own end-to-end escalation management across accounts, coordinating with Activation, Support, SMEs, Product, Sales, and Finance. Provide structured customer feedback into Product and Operations to influence roadmap. Identify and progress expansion opportunities and CS Qualified Leads (CSQLs); generate customer advocacy (references, case studies, testimonials). Build executive-sponsor relationships with key stakeholders. Maintain accurate account data, health scores, notes, and forecasting in CS tooling; use product usage data to prioritize outreach and renewals. Propose improvements to CS processes, playbooks, and tools based on patterns observed.