
Salla
Senior Merchant Success Manager
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 15/05/2026
Job overview
Date posted
31/03/2026
Location
Riyadh, Saudi Arabia
Salary
SAR 30,000 - 40,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
15/05/2026
Job description
The Senior Merchant Success Manager at Salla is responsible for overseeing a portfolio of scaled accounts to ensure successful utilization of Salla's e-commerce platform. This role involves serving as a strategic consultant, assisting merchants in achieving objectives, driving adoption, and enhancing customer satisfaction. Key aspects include leading Customer Success Managers, driving gross and net retention, implementing process automation and optimization, collaborating with cross-functional teams, analyzing customer digital journeys, developing best practices for communication across the customer lifecycle, identifying churn reasons, and implementing proactive retention strategies. The role requires experience in digital adoption, revenue management, data analysis, E-commerce, payment, shipping, and logistics domains, and proficiency in MS Excel.
Required skills
Key responsibilities
- Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients
- Drive gross and net retention targets within the scaled accounts segment
- Implement process automation and optimization to enhance scalability and efficiency
- Collaborate with cross-functional teams on customer engagement campaigns
- Analyze customer digital journeys to improve overall experience and minimize churn
- Develop best practices for customer communication throughout the lifecycle
- Identify reasons for churn and implement strategies to retain customers
- Implement retention programs to proactively address risks
Experience & skills
- Hold a Bachelor’s degree in Marketing, E-commerce, or a related field
- Experience managing a revenue number and maintaining a forecast
- Proven experience with digital adoption or scaling customer success
- Demonstrated track record of executing growth strategies and exceeding targets
- Experience in Data management and proficiency in MS Excel
- Use data to analyze results and make data-driven decisions
- Experience in E-commerce, payment, shipping, or logistics companies
- Problem-solving capability
- Experience in managing remote teams and working in a remote-friendly environment