Senior Customer Success Specialist
- Full time
- Cairo, Egypt, Maadi View on Map
- @EgyBell
Job Detail
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Career Level Senior
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Experience 2 Years
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Gender MaleFemale
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Industry Information Technology
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Qualifications Degree Bachelor
Job Description
Key Responsibilities:
1. Customer Retention & Growth
- Own the end-to-end success of a portfolio of 70–100 high-value accounts.
- Act as the primary point of contact for clients during onboarding and implementation.
- Conduct Quarterly Business Reviews (QBRs) to align usage with customer KPIs.
- Identify and execute upsell/cross-sell opportunities (e.g., new modules, other services).
- Reduce churn risk by proactively addressing adoption gaps (usage dashboards, NPS trends).
- Onboarding & Adoption
- Lead customized onboarding for clients (30-/60-/90-day plans).
- Train users on advanced features and workflows tailored to their business goals.
- Build success playbooks for common industry use cases (e.g., real estate, automotive).
- Technical Guidance & Advocacy
- Troubleshoot complex issues by collaborating with Support and Engineering teams.
- Translate technical updates into business impact for non-technical stakeholders.
- Advocate for customer feature requests in product roadmap discussions.
- Document training materials, onboarding guides, and FAQs to support scalable growth.
- Data-Driven Optimization
- Track and report on customer health metrics (e.g., logins, feature adoption, CSAT).
- Use built-in tools to trigger interventions.
- Share insights with leadership (e.g., “Customers using Feature X renew at 2x the rate”).
- Cross-Team Collaboration
- Partner with Sales on renewal negotiations and expansion pipelines.
- Escalate bugs/improvements to Product with ROI analysis (e.g., “Issue Y impacts 20% of ARR”).
Requirements:
- Bachelor’s degree in business, Information Systems, or a related field.
- 2 years in Customer Success, Account Management, or Consulting (B2B SaaS required).
- Proven track record of:
o Retaining/growing $50K+ ARR accounts.
o Reducing churn through proactive engagement. - Technical aptitude: Comfortable discussing APIs, integrations, and data workflows
- Mastery of any SaaS CRM.
Kindly send your CV on talents@egybell.com
