Associate manager-customer success

Job Description

The Senior Customer Success Manager (Middle East) is responsible for managing and growing a portfolio of GCC customer accounts by driving customer adoption, retention, expansion, and advocacy. The role requires a strong understanding of HR & Payroll Saa S, GCC business culture, stakeholder management, enterprise onboarding, and customer success best practices. The incumbent will act as a trusted advisor to customers, ensuring successful digital transformation, compliance alignment, and measurable business outcomes through the greyt HR platform.

Key Responsibilities

Serve as the primary relationship owner for strategic and enterprise customers across GCC markets. Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders. Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes. Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn. Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices. Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers. Lead customer retention planning activities Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings. Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories. Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes. Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance. Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews. Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.

Required Skills (Intermediate to Advanced Level)

Category

Skills

Customer Relationship Management

Customer Adoption & Engagement (A) Stakeholder Management (A) Executive Relationship Building (A) Escalation Management (I) Renewals & Retention (A)

Product & Industry Knowledge

HRMS & Payroll Saa S Knowledge (A) GCC HR & Payroll Practices (I) Product Adoption Strategies (A) Integrations & APIs (I) Competitor Awareness (I)

Customer Success Strategy

Customer Health Management (A) Churn Prevention (A) QBR Management (A) Expansion & Upsell Strategy (I) Customer Advocacy Programs (I)

Digital & Technical Skills

Customer Success Platforms (I) Product Usage Analytics (A) Reporting & Dashboards (A) Automation Tools (I)

Data-Driven Customer Success

Health Scoring (A) Adoption Analytics (A) Churn Analytics (I) Renewal Forecasting (I) Value Realisation Reporting (A)

Soft Skills

Executive Communication (A) Presentation Skills (A) Negotiation & Influence (I) Cross-Functional Collaboration (A) Customer Empathy (A)

Regional Expertise

GCC Business Culture (I) Enterprise Change Management (I) Customer Advocacy Development (I) Compliance Awareness (I)

Legend: A = Advanced, I = Intermediate

Key Performance Indicators (KPIs)

Maintain Customer Health Score between 75-85% across managed accounts. Maintain Retention Rate above 90%. Reduce annual churn to below 5%. Improve renewal forecast accuracy to 90%. Maintain CSAT above 80%. Achieve NPS of +35 or higher. Ensure successful execution of QBRs and executive governance reviews for key accounts. Maintain accurate account plans, risk registers, stakeholder maps, and success plans. Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)). Strategic Account Penetration: Increase to 20%. Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.