Customer Success Manager

Summary

Join Crunchtime as a Customer Success Manager and play a pivotal role in expanding our presence in the Middle East. You will manage the full customer lifecycle, from implementation to ongoing support, for our suite of back-of-house restaurant management platforms. This role requires expertise in project management, customer relationship management, and a deep understanding of the SaaS landscape. You will work closely with internal teams, including Sales, Product, and Marketing, to ensure customer success and drive product adoption. The ideal candidate possesses strong communication and presentation skills, a collaborative spirit, and a proven track record in B2B SaaS customer success within the Middle East region. This is a unique opportunity to contribute to the growth of a rapidly expanding company in a dynamic market.

Requirements

• An excellent ‘explainer.’
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency for yourself, your customers, and your team
• You are creative and resourceful, and can adapt to rapidly changing priorities in a fast-paced environment.  You are comfortable making a judgment call in an ambiguous or novel situation
• You are focused, action-oriented, and always anticipating next steps: a natural project manager.  You can create urgency without being annoying
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion.  You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot.  Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed
• You are honest and empathetic.  You see the world through the customer’s eyes
• You enjoy teaching others, be it a customer or a colleague
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Bachelor’s Degree
• 2-4 years of experience in Customer Success or Account Management supporting a B2B SaaS product, especially in the Middle East region
• Arabic and English fluency

Responsibilities

• Drive successful adoption and retention of all Crunchtime products within your portfolio of customers
• Assist our Implementation team and help project manage implementation projects to guide our customers' outcomes
• Become an expert on Crunchtime’s platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges
• Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features
• Manage the ongoing customer relationship to encourage growth, expansion, and loyalty
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business
• Track and close renewal business
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements
• ���Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with our Marketing team