Customer Success Manager (CSM)

About the company Salasa is a leader in the logistics and supply chain solutions for e\-Commerce merchants. Over the past years Salasa has worked with over 500 brands across 15 categories. Salasa has a vision "To be a leading eCommerce enabler delivering innovative and value driven solutions through a simplified supply chain.". And a mission "To build and shape the future of eCommerce in the region by providing innovative and sustainable end to end products and solutions.” We operate with four core values: * Innovation. * Customer\-centricity. * Scalability. * Integrity. Salasa has two sets of offerings: A. Offline: * Mega fulfillment centers: large\-scale facilities to receive stocks of our clients, store them, prepare orders and dispatch them. * Darstores: small warehouses distrubuted across main cities to do on\-demand delivery and two\-hour delivery. * Last mile delivery: through our own subsidiary or aggregator option. * Bonded\-zones (new): custom\-free areas where merchants can store their products withouth the need for licenses and registrations. * Cross\-border (new): enabling merchants from anywhere in the world to ship to anywhere in the world. B. Online: Salasa One (order management system) with integrations with online web stores such as Zed, Salla and Shopify and with warehouse management systems and transport management system. This is the one\-stop\-shop for our clients to manage their processes and supply chain end\-to\-end. **Customer Success Manager (CSM)** ---------------------------------- **Department** -------------- Growth **Location** ------------ Salasa Head Office **Employment Type** ------------------- Full\-Time **Reports To** -------------- Chief Commercial Officer (CCO) **JOB SUMMARY** --------------- The Customer Success Manager (CSM) owns assigned customer accounts from post\-signature onboarding through activation, retention, and growth. The role manages onboarding, the day\-to\-day customer relationship, account health, satisfaction, churn risks, and revenue opportunities while coordinating with internal teams to deliver a consistent customer experience. **KEY RESPONSIBILITIES** ------------------------ * Own the assigned customer portfolio after receiving a complete handover from Acquisition. * Manage onboarding, including account setup, integration follow\-up, customer training, operational readiness, first successful transaction, and early stabilization. * Manage the day\-to\-day customer relationship and maintain the agreed engagement cadence. * Monitor customer satisfaction, service performance, revenue performance, and account health. * Identify churn risks early, take recovery actions, and escalate major risks to the Customer Success Director. * Identify and follow up on upselling and cross\-selling opportunities within the assigned portfolio. * Coordinate customer issues with Sales Operations and relevant internal teams while keeping the customer informed until closure. * Maintain complete and accurate customer records, activities, risks, opportunities, and next actions in the CRM. * Prepare portfolio updates and customer performance reviews when required. **EDUCATION AND EXPERIENCE** ---------------------------- * Bachelor's degree in Business Administration, Marketing, Supply Chain, Logistics, or a related field. * 3–5 years of experience in Customer Success, Account Management, or a related customer\-facing role. * Experience in logistics, fulfillment, e\-commerce, supply chain, or technology is preferred. * Strong commercial awareness and proficiency in both Arabic and English. **SKILLS AND COMPETENCIES** --------------------------- * Customer Onboarding and Success * Customer Relationship Management * Retention and Churn Management * Upselling and Cross\-selling * Commercial Awareness * Problem Solving and Escalation Management * Stakeholder Management * CRM Management and Reporting **GENERAL CLAUSE** ------------------ The employee may be assigned additional duties related to the role and business requirements. Responsibilities may be amended periodically based on organizational needs, provided that they remain consistent with the employee’s professional capabilities and applicable company policies and regulations.