We're hiring a Senior Client Success professional to join our internal team at NOK Human Capital and elevate client experience, retention, and revenue growth from our Zahraa El-Maadi HQ.
Job Summary
As Senior Client Success, you will own day-to-day client satisfaction and retention outcomes across an assigned portfolio. You'll lead onboarding, drive product/service adoption, run QBRs, monitor health and SLAs, resolve escalations, and proactively identify upsell/cross-sell opportunities in partnership with Sales, Operations, and Marketing.
Job Responsibilities:
- Manage a portfolio of B2B accounts, acting as the primary point of contact and trusted advisor.
- Plan and execute onboarding and adoption programs; track usage, value realization, and milestones.
- Run regular business reviews (QBRs), presenting KPIs, insights, and growth recommendations.
- Proactively monitor health scores, risks, and SLAs; own issue resolution and follow-through.
- Identify expansion opportunities (upsell/cross-sell) and coordinate with Sales to close.
- Map stakeholders, build executive relationships, and maintain account plans.
- Analyze churn/retention drivers; implement playbooks to reduce risk and improve CSAT/NPS.
- Maintain accurate CRM hygiene (activities, forecasts, renewal timelines, next steps).
- Produce clear reports and dashboards on portfolio performance and client outcomes.
- Stay current on competitive offerings and market trends to inform client strategy.
Key Requirements:
- Education: Bachelor's degree in Business, Marketing, or related field (Master's is a plus).
- Experience:34 years in B2B Client/Customer Success, Account Management, After-Sales, or Customer Experience (IC role; informal mentoring is a plus).
- Industry Exposure (preferred): B2B services, SaaS, logistics, technology (fintech/edtech/healthtech), and B2B tech startups; exposure to hotels, BPO, FMCG, or logistics is valued.
- Tools: CRM/Ticketing (e.g., Salesforce/HubSpot/Zoho CRM, Zendesk/Freshdesk, Odoo/Pipedrive).
- Skills: Client relationship management, retention & expansion, onboarding/adoption, stakeholder management, KPI reporting & analysis, problem-solving, conflict resolution, presentation.
- Languages: English (must); French (plus). Other: Tech-savvy, strong communication and negotiation, client-obsessed, proactive, results-driven.
Job Conditions:
- Location: NOK HC Head Office, Zahraa El-Maadi (Egypt)
- Work Mode: On-site
- Employment Type: Full time
- Days Off: 2 per week
- Working Hours: 8 hours/day; flexible schedule
- Start Date: ASAP
- Nationality: Egyptian (required)
Work Benefits
- Medical Insurance
- Social Insurance
- Mobile: Company SIM + phone
- Transportation: Reimbursed for client meetings per company policy
