Salla is the leading e-commerce enabler platform in Saudi Arabia. Behind this success is a hugely diverse team of hard workers and believers in Salla's mission to be the #1 Best and easiest e-commerce enabler platform in the MENA region. We believe we enable our merchants to live better by raising their income. We are seeking a Senior Customer Success Manager who will be accountable for overseeing a portfolio of scaled accounts and ensuring their successful utilization of our products and services. In this role, you will serve as a strategic consultant to these customers, assisting them in accomplishing their objectives and driving adoption and contentment. Responsibilities Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients. Drive gross and net retention targets within the Scaled accounts segment. Implement process automation and optimization to enhance scalability and efficiency. Collaborate with cross-functional teams on customer engagement campaigns. Analyze customer digital journeys to improve overall experience and minimize churn. Develop best practices for customer communication throughout the lifecycle. Identify reasons for churn and implement strategies to retain customers. Implement retention programs to proactively address risks.
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