Customer Success Specialist

About the Role

Based in Riyadh, Saudi Arabia, this full-time onsite position seeks a proactive and commercially oriented Customer Success Specialist to oversee the entire customer journey from onboarding through active use, growth, and retention. The role demands strong ownership, responsiveness, and analytical aptitude within a dynamic fintech setting. The specialist acts as the primary liaison between customers and multiple internal departments including Sales, Operations, Finance, Product, Technology, and Commercial teams.

Key Responsibilities

• Lead onboarding processes for new customers ensuring seamless transition from Sales, accurate documentation, and clear milestones.
• Conduct comprehensive training sessions on platform features and guide customers through account activation steps such as funding, card issuance, and initial transactions.
• Regularly monitor customer engagement metrics, product usage, and spending to maximize value and identify growth opportunities across departments and use cases.
• Maintain and nurture strong customer relationships through ongoing communication, early detection of risks, churn prevention strategies, and re-engagement initiatives.
• Provide responsive customer support by thoroughly investigating operational, financial, and technical concerns, managing priorities, and coordinating escalations until resolution.
• Gather structured customer feedback to enhance platform experience and represent their voice within the organization.
• Collaborate cross-functionally with teams including Sales, Operations, Finance, Product, Technology, and Commercial to optimize customer success and address recurring challenges.
• Analyze customer data to generate actionable insights into behavior patterns, usage declines, and churn causes while preparing detailed periodic reports.
• Maintain precise and up-to-date records of customer interactions, procedures, and knowledge bases to support process improvements and operational efficiency.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, Finance, IT, or related disciplines.
• At least two years of experience in Customer Success, Account Management, Customer Support, Operations, or related roles within fintech, banking, SaaS, or technology sectors preferred.
• Proficient communication skills in Arabic and English, both written and spoken.
• Strong relationship-building, commercial awareness, analytical problem-solving, and organizational abilities.
• Experienced in using CRM software, ticketing systems, analytics tools, and documentation platforms.
• Adept at managing multiple clients and tasks in a fast-evolving startup environment.