Job description

Customer Success Manager responsible for managing post-sale customer engagement and value realization for Lucidya’s AI-native customer experience (CX) intelligence platform within the government and public sector ecosystem. The role operates within a B2B SaaS environment supporting a proprietary platform that autonomously manages the entire customer lifecycle from initial engagement through retention and growth using Natural Language Understanding (NLU) capabilities trained on millions of multilingual conversations. The platform enables marketing, support, customer experience, and research teams to generate actionable insights and execute automated actions that improve customer satisfaction, retention, and lifetime value. The position focuses specifically on government and large-scale public sector organizations in Saudi Arabia, requiring structured stakeholder management, strong governance awareness, and adherence to high service standards expected in government environments. The Customer Success Manager ensures adoption, long-term value realization, and trust in the platform by educating customers on Lucidya’s services and capabilities, facilitating onboarding and platform navigation, and ensuring customers gain measurable value from the technology. The role bridges the gap between onboarding and value realization by promoting continuous product utilization and monitoring platform adoption metrics. It involves analyzing customer engagement data, monitoring key performance indicators such as Net Promoter Score (NPS), collecting and interpreting customer feedback, and translating these insights into actionable improvements communicated internally to product, sales, customer support, and professional services teams. The position requires hands-on use of Customer Relationship Management (CRM) systems such as HubSpot and Customer Success Platforms (CSP) including ChurnZero to track utilization metrics, behavioral analytics, customer engagement patterns, and platform performance. The role also involves identifying opportunities for cross-selling and upselling additional Lucidya products that increase customer value. As the voice of the customer internally, the Customer Success Manager collects and communicates structured feedback to internal teams to influence product development and service improvements. The role requires working closely with cross-functional teams including Customer Support, Professional Services, Product, and Sales to deliver a consistent and high-quality customer experience while ensuring government clients remain engaged and continue to derive value from Lucidya’s AI-driven CX intelligence platform. Because the role involves working with government-sector clients, the position requires Saudi nationality and the ability to communicate effectively in both Arabic and English to support bilingual stakeholders and ensure clear communication of technical product capabilities in public sector environments.