Customer Success Manager

Ovii's Interpretation of the Role

WebEngage seeks a Customer Success Manager to drive adoption, satisfaction, and revenue growth for its SaaS engagement platform. The role blends client advocacy, upselling, and cross‑functional collaboration to deliver measurable business outcomes.

Role Snapshot

• Own end‑to‑end customer journey
• Conduct usage and adoption reviews
• Drive upsell and renewal cycles
• Coach customers to become product experts
• Collaborate with product, marketing, and engineering
• Produce case studies and performance reports
• Maintain high customer satisfaction and loyalty

Must-Have Requirements

• Customer service background
• SaaS Customer Success experience (3‑4 years)
• Bachelor's degree in IT/Computer Science
• Problem‑solving ability
• Working knowledge of web applications, HTML, JavaScript, CSS, iOS, Android
• SaaS Customer Success
• 3‑4 years SaaS Customer Success experience

Nice-to-Have Signals

• Master's degree in Business Administration
• MBA

Work Setup

• Location: na, Saudi Arabia
• Work mode: ONSITE
• Travel: On‑site meetings with customers
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Relocation
• Notice period
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Own the full customer lifecycle, ensuring adoption, satisfaction, and revenue expansion.
• Run regular usage and adoption reviews, surface gaps, and recommend product solutions.
• Lead upsell and renewal negotiations to grow account revenue.
• Provide training, best‑practice coaching, and enablement to make customers product experts.
• Partner with product, marketing, and engineering to translate customer needs into new features.
• Create case studies, reports, and presentations that showcase success outcomes.

Good Fit If You Have

• Proven SaaS customer success or support background (3‑4+ years).
• Strong communication, diplomacy, and presentation abilities.
• Hands‑on experience with web technologies (HTML, CSS, JavaScript, iOS, Android).
• Track record of managing multiple accounts and driving revenue growth.