Senior Customer Success Specialist
- Full time
- Cairo, Egypt, Maadi View on Map
- @EgyBell
Job Detail
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Career Level Experienced - Non Manager
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Experience 2 Years
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Gender MaleFemale
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Industry Consulting
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Qualifications Degree Bachelor
Job Description
EgyBell is hiring a Senior Customer Success specialist for a well-known technology solutions provider company
Location: Maadi
Key Responsibilities:
1. Customer Retention & Growth
a. Own the end-to-end success of a portfolio of 70–100 high-value accounts.
b. Act as the primary point of contact for clients during onboarding and implementation.
c. Conduct Quarterly Business Reviews (QBRs) to align usage with customer KPIs.
d. Identify and execute upsell/cross-sell opportunities (e.g., new modules, other services).
e. Reduce churn risk by proactively addressing adoption gaps (usage dashboards, NPS trends).
2. Onboarding & Adoption
a. Lead customized onboarding for clients (30-/60-/90-day plans).
b. Train users on advanced features and workflows tailored to their business goals.
c. Build success playbooks for common industry use cases (e.g., real estate, automotive).
3. Technical Guidance & Advocacy
a. Troubleshoot complex issues by collaborating with Support and Engineering teams.
b. Translate technical updates into business impact for non-technical stakeholders.
c. Advocate for customer feature requests in product roadmap discussions.
d. Document training materials, onboarding guides, and FAQs to support scalable growth.
4. Data-Driven Optimization
a. Track and report on customer health metrics (e.g., logins, feature adoption, CSAT).
b. Use built-in tools to trigger interventions.
c. Share insights with leadership (e.g., “Customers using Feature X renew at 2x the rate”).
5. Cross-Team Collaboration
a. Partner with Sales on renewal negotiations and expansion pipelines.
b. Escalate bugs/improvements to Product with ROI analysis (e.g., “Issue Y impacts 20% of ARR”).
Requirements:
• Qualifications: 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.
• Exceptional at C-level communication and storytelling with data.
• Nice-to-Haves:
o Experience in [Software and Web Development].
o Certifications like CCSP or Success Hacker.
• Ability to translate complex technical concepts into clear and simple training sessions.
• Strong organizational skills and ability to manage multiple client projects simultaneously.
• Proactive mindset with a customer-first attitude.
• Bachelor’s degree in business, Information Systems, or a related field.
