Role Description

At Penny, we believe that the key to our growth is the success and satisfaction of our customers. We're looking to hire a Senior Customer Success Manager who will play a critical role in ensuring that our clients receive the full value of our product and services. In this role, you'll work closely with key clients, understand their needs, and help them achieve their goals. You will report directly to the Head of Customer Success, and you'll have the opportunity to build and lead a team dedicated to providing the best customer experience possible.

Key Responsibilities

This is a highly visible position, where you'll work across multiple departments including product, sales, and marketing, as well as external stakeholders. The impact you will make is significant, as you'll be responsible for enhancing customer relationships and driving results for our customers.

Customer Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders in client organizations.
Onboarding and Training: Lead the onboarding process for new clients, ensuring they are set up for success and fully understand how to use our products.
Account Management: Serve as the main point of contact for assigned accounts, addressing any issues, concerns, or questions promptly.
Data-Driven Insights: Analyze customer data to identify trends, insights, and areas for improvement. Provide actionable recommendations to enhance the customer experience.
Renewals and Upsells: Drive customer renewals and identify opportunities for upselling additional products or services.
Collaboration: Work closely with sales, product, and support teams to ensure a cohesive approach to customer success.
Feedback Loop: Gather and communicate customer feedback to product and development teams to inform product enhancements and improvements.

Qualifications Experience

Minimum of 5 years of experience in customer success, account management, or a related field within the SaaS industry.
Education: Bachelor's degree in Business, Marketing, Software, or a related field. Advanced degrees or relevant certifications are a plus.
Fluent in both Arabic and English, with the ability to comfortably communicate with clients in both languages.
Strong relationship-building skills with the ability to communicate effectively and work across teams.
Demonstrated success in managing and growing customer accounts, with experience in reducing churn and driving renewals.
Analytical Skills for data interpretation and problem-solving.
Proven leadership skills and experience managing a team is a plus.
Comfort working in a fast-paced, startup-like environment where priorities can shift quickly.
Familiarity with SaaS platforms, CRM systems, and customer success tools such as Jira, Confluence, and Hotjar is a plus.