Associate Manager-Customer Success

Job Description

Job Description

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The Senior Customer Success Manager (Middle East) is responsible for managing and growing a portfolio of GCC customer accounts by driving customer adoption, retention, expansion, and advocacy. The role requires a strong understanding of HR & Payroll SaaS, GCC business culture, stakeholder management, enterprise onboarding, and customer success best practices. The incumbent will act as a trusted advisor to customers, ensuring successful digital transformation, compliance alignment, and measurable business outcomes through the greytHR platform.

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Key Responsibilities

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• Serve as the primary relationship owner for strategic and enterprise customers across GCC markets.
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• Build and maintain executive relationships with HR, Payroll, Finance, and Business leaders.
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• Conduct periodic business reviews to demonstrate value realisation, adoption maturity, ROI, and business outcomes.
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• Monitor customer health indicators and proactively execute risk mitigation plans to prevent churn.
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• Drive product adoption by promoting feature utilisation, workflow automation, ESS adoption, integrations, and platform best practices.
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• Create stakeholder maps and engagement plans to strengthen relationships with key decision-makers and influencers.
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• Lead customer retention planning activities
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• Identify expansion opportunities across additional modules, services, compliance advisory, hypercare, and consulting offerings.
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• Drive customer advocacy through testimonials, case studies, references, webinars, and executive success stories.
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• Partner with Product, Support, Sales, and Implementation teams to resolve escalations and improve customer outcomes.
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• Ensure smooth transition from implementation to customer success through structured onboarding reviews and adoption governance.
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• Track customer value realisation metrics and present adoption, engagement, and ROI insights during governance reviews.
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• Guide customers on GCC-specific compliance workflows, payroll best practices, localisation requirements, and operational readiness.
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Required Skills (Intermediate to Advanced Level)

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Category

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Skills

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Customer Relationship Management

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• Customer Adoption & Engagement (A)
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• Stakeholder Management (A)
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• Executive Relationship Building (A)
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• Escalation Management (I)
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• Renewals & Retention (A)
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Product & Industry Knowledge

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• HRMS & Payroll SaaS Knowledge (A)
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• GCC HR & Payroll Practices (I)
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• Product Adoption Strategies (A)
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• Integrations & APIs (I)
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• Competitor Awareness (I)
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Customer Success Strategy

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• Customer Health Management (A)
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• Churn Prevention (A)
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• QBR Management (A)
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• Expansion & Upsell Strategy (I)
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• Customer Advocacy Programs (I)
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Digital & Technical Skills

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• Customer Success Platforms (I)
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• Product Usage Analytics (A)
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• Reporting & Dashboards (A)
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• Automation Tools (I)
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Data-Driven Customer Success

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• Health Scoring (A)
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• Adoption Analytics (A)
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• Churn Analytics (I)
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• Renewal Forecasting (I)
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• Value Realisation Reporting (A)
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Soft Skills

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• Executive Communication (A)
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• Presentation Skills (A)
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• Negotiation & Influence (I)
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• Cross-Functional Collaboration (A)
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• Customer Empathy (A)
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Regional Expertise

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• GCC Business Culture (I)
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• Enterprise Change Management (I)
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• Customer Advocacy Development (I)
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• Compliance Awareness (I)
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Legend: A = Advanced, I = Intermediate

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Key Performance Indicators (KPIs)

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• Maintain Customer Health Score between 75-85% across managed accounts.
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• Maintain Retention Rate above 90%.
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• Reduce annual churn to below 5%.
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• Improve renewal forecast accuracy to 90%.
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• Maintain CSAT above 80%.
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• Achieve NPS of +35 or higher.
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• Ensure successful execution of QBRs and executive governance reviews for key accounts.
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• Maintain accurate account plans, risk registers, stakeholder maps, and success plans.
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• Drive adoption governance during the first 103 days (13-day implementation transition + 90-day hypercare period (Piad offering)).
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• Strategic Account Penetration: Increase to 20%.
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• Generate upsell and expansion revenue equivalent to 5% to 10% of portfolio MRR.
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