Customer Success Manager

3 days ago

Muscat, Muscat, Oman KLAIM Full time

Job Summary: We are looking for a proactive and strategic Customer Success Manager (CSM) to build strong, long-term relationships with our clients. As the primary point of contact post-onboarding, the CSM plays a key role in driving recurring business, maximizing client satisfaction, and minimizing churn. This role involves acting as a trusted advisor to clients, addressing escalations, coordinating with internal teams (including product), and identifying opportunities for growth through upselling and cross-selling.

Key Responsibilities:


• Serve as the main point of contact for clients once onboarding is complete


• Build and maintain strong, strategic relationships with assigned accounts


• Handle client escalations with urgency and professionalism, coordinating across internal teams as needed


• Collaborate closely with the Product team to align client needs with platform capabilities and feature rollouts


• Monitor client health, usage, and performance to proactively address risks and ensure high satisfaction


• Identify and pursue opportunities for upselling and cross-selling in alignment with client goals


• Act as a strategic advisor by understanding client objectives, workflows, and pain points


• Ensure ongoing engagement and retention, with a strong focus on reducing churn


• Provide regular updates, insights, and feedback to internal stakeholders on customer trends and improvement areas


• Maintain detailed records and communication logs in the CRM

Required Skills & Qualifications:


• 3+ years of experience in Customer Success, Account Management, or client-facing roles (preferably in SaaS, fintech, or healthtech)


• Strong communication and interpersonal skills in English and Arabic


• Proven track record of handling escalations and managing strategic relationships


• Solid problem-solving skills with the ability to navigate ambiguity


• Proficiency in CRM and customer engagement tools


• Results-driven with a customer-first mindset and strong business acumen

Please send your CVs to this email address:hr@klaim.ai

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