Manager, Client Leadership

This is a fully remote position, open to applicants in Jordan.

📋 Description

• Serve as a strategic business partner for a designated portfolio of enterprise accounts across various verticals, focusing on brands and retailers, while acting as the primary contact to foster long-term, mutually beneficial partnerships.

• Accountable for enhancing customer lifetime value, which encompasses recognizing upsell and cross-sell opportunities, minimizing churn, and collaborating with teams to influence revenue positively.

• Assist the team in delivering an outstanding service experience that includes onboarding and integration, evaluating utilization ROI, and providing strategic recommendations; take ownership of the complete post-sale customer journey.

• Forecast, drive, and negotiate renewal and upsell terms to boost retention and expansion rates; work closely with Sales and RevOps teams as necessary.

• Represent the customer's voice and collaborate across functions with teams to gather product feedback aimed at achieving measurable product adoption goals.

• Examine usage data and customer behaviors to provide value-driven touchpoints, insights, and tailored recommendations.

• Lead and facilitate regular business reviews and strategic check-ins to showcase ROI and strengthen customer relationships.

• Manage all routine business operations related to customers, including monthly billing reviews for partners and ongoing enhancements to processes and documentation.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• A minimum of 5 years of experience in enterprise customer success relationship management, preferably within B2B SaaS and e-commerce, with a strong interest or understanding of the beauty and apparel sectors.

• Demonstrated capability to oversee revenue-related KPIs such as renewal rate, upsell, NRR, and churn.

• Exceptional commercial and product insight along with a history of contributing to revenue growth.

• You are innovative yet highly technical, analytical, and product-oriented; able to create, develop, and analyze reports while functioning in a business intelligence role for our customers.

• Strong attention to detail with the ability to multitask, meet deadlines, and flourish in a fast-paced, start-up, team-oriented environment.

• Excellent communication, relationship-building, and consultative selling abilities, including proficiency in addressing and influencing both technical and non-technical audiences.

• Willingness to travel for customer visits as required.

• Significant experience with data tools, proficiency in Excel or Google Sheets, and familiarity with CRM and Customer Success platforms such as Salesforce and Gainsight is preferred.

• Must possess fluent communication skills (reading, writing, presenting) in both English and Arabic.

🏝️ Benefits

• Equal employment opportunity employer.

• Collaborative and inclusive environment.