Customer Success Manager

At Penny we believe that the key to our growth is the success and satisfaction of our customers. We're

looking to hire a Senior Customer Success Manager who will play a critical role in ensuring that our

clients receive the full value of our product and services. In this role you ll work closely with key clients

understand their needs and help them achieve their goals. You will report directly to the Head of

Customer Success and you ll have the opportunity to build and lead a team dedicated to providing the

best customer experience possible.

Role Responsibilities:

What You ll Do

This is a highly visible position where you ll work across multiple departments including product

sales and marketing as well as external stakeholders. The impact you will make is significant as

you'll be responsible for enhancing customer relationships and driving results for our customers.

Customer Relationship Management: Build and maintain strong longlasting relationships with key

stakeholders in client organizations.

Onboarding and Training: Lead the onboarding process for new clients ensuring they are set up for

success and fully understand how to use our products.

Account Management: Serve as the main point of contact for assigned accounts addressing any

issues concerns or questions promptly.

DataDriven Insights: Analyze customer data to identify trends insights and areas for improvement.

Provide actionable recommendations to enhance the customer experience.

Renewals and Upsells: Drive customer renewals and identify opportunities for upselling additional

products or services.

Collaboration: Work closely with sales product and support teams to ensure a cohesive approach to

customer success.

Feedback Loop: Gather and communicate customer feedback to product and development teams to

inform product enhancements and improvements.

Role Requirements:

What You Need to Succeed

Experience: Minimum of 5 years of experience in customer success account management or a

related field within the SaaS industry.

Education: Bachelor s degree in Business Marketing Software or a related field. Advanced

degrees or relevant certifications are a plus.

Fluent in both Arabic and English with the ability to comfortably communicate with clients in

both languages.

Strong relationshipbuilding skills with the ability to communicate effectively and work across

teams.

Demonstrated success in managing and growing customer accounts with experience in reducing

churn and driving renewals.

Ability to solve complex customer challenges and provide clear actionable solutions.

Proven leadership skills and experience managing a team is a plus.

Comfort working in a fastpaced startuplike environment where priorities can shift quickly.

Nice to have: Familiarity with SaaS platforms CRM systems and customer success tools such

as Jira Confluence and Hotjar.

Experience: Minimum of 5 years of experience in customer success, account management, or a related field within the SaaS industry. Education: Bachelor s degree in Business, Marketing, Software, or a related field. Advanced degrees or relevant certifications are a plus. Fluent in both Arabic and English, with the ability to comfortably communicate with clients in both languages. Strong relationship-building skills with the ability to communicate effectively and work across teams. Demonstrated success in managing and growing customer accounts, with experience in reducing churn and driving renewals. Ability to solve complex customer challenges and provide clear, actionable solutions. Proven leadership skills and experience managing a team is a plus. Comfort working in a fast-paced, startup-like environment where priorities can shift quickly. Nice to have: Familiarity with SaaS platforms, CRM systems, and customer success tools such as Jira, Confluence, and Hotjar.