Lucidya
Senior Customer Success Manager
- Permanent
- Riyadh, Saudi Arabia
- Experience 5 - 10 yrs
Job expiry date: 10/04/2026
Job overview
Date posted
24/02/2026
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
10/04/2026
Job description
The Senior Customer Success Manager at Lucidya is responsible for delivering exceptional customer experiences and ensuring clients achieve maximum value from the platform. This role bridges onboarding to adoption, proactively engages customers, and drives retention, loyalty, and account growth. Acting as the voice of the customer internally, the position collaborates closely with sales, product, support, and professional services teams to enhance engagement, deliver insights, and optimize customer outcomes. The role requires strong technical literacy, empathy, and relationship-building skills across diverse clients, ranging from governmental organizations to large enterprises.
Required skills
Key responsibilities
- Lead the onboarding process for new customers, ensuring they gain value from Lucidya products quickly and effectively
- Educate clients on platform capabilities and recommend tailored solutions to meet their business needs
- Monitor customer engagement and utilization metrics to proactively identify opportunities and challenges
- Build and maintain strong, trust-based relationships with customers to enhance satisfaction, retention, and loyalty
- Identify and drive opportunities for up-sell and cross-sell within existing accounts
- Serve as the voice of the customer internally, providing regular feedback to Product, Sales, and Professional Services teams
- Collaborate with internal teams to resolve customer issues and implement solutions efficiently
- Collect, analyze, and report on customer satisfaction and engagement metrics such as NPS and adoption rates
- Provide product training, demos, and hands-on guidance to customers as needed
- Ensure customers are effectively navigating the platform and leveraging its full capabilities
Experience & skills
- Minimum 5 years of experience in a Customer Success or similar client-facing role within B2B SaaS
- Strong experience in managing enterprise accounts and driving adoption and retention
- Proficient with CRM systems (HubSpot) and Customer Success Platforms (ChurnZero) for tracking usage and engagement
- Excellent interpersonal, communication, and presentation skills, capable of simplifying technical concepts
- Proactive and customer-centric, with strong problem-solving and relationship-building skills
- Ability to work closely with cross-functional teams and influence outcomes
- Bilingual: Arabic and English fluency required
- Tech-savvy, with the ability to understand and guide clients on SaaS platform usage
- Experience in face-to-face client engagement and stakeholder management
- Highly organized and metrics-driven with a focus on customer success outcomes