Egy Bell is hiring a Customer Success Specialist (Saa S background) for a well-known technology solutions provider company
Location: Maadi
Key Responsibilities:1. Customer Retention & Growtha. Own the end-to-end success of a portfolio of 70–100 high-value accounts.b. Act as the primary point of contact for clients during onboarding and implementation.c. Conduct Quarterly Business Reviews (QBRs) to align usage with customer KPIs.d. Identify and execute upsell/cross-sell opportunities (e.g., new modules, other services).e. Reduce churn risk by proactively addressing adoption gaps (usage dashboards, NPS trends).2. Onboarding & Adoptiona. Lead customized onboarding for clients (30-/60-/90-day plans).b. Train users on advanced features and workflows tailored to their business goals.c. Build success playbooks for common industry use cases (e.g., real estate, automotive).3. Technical Guidance & Advocacya. Troubleshoot complex issues by collaborating with Support and Engineering teams.b. Translate technical updates into business impact for non-technical stakeholders.c. Advocate for customer feature requests in product roadmap discussions.d. Document training materials, onboarding guides, and FAQs to support scalable growth.4. Data-Driven Optimizationa. Track and report on customer health metrics (e.g., logins, feature adoption, CSAT).b. Use built-in tools to trigger interventions.c. Share insights with leadership (e.g., “Customers using Feature X renew at 2x the rate”).5. Cross-Team Collaborationa. Partner with Sales on renewal negotiations and expansion pipelines.b. Escalate bugs/improvements to Product with ROI analysis (e.g., “Issue Y impacts 20% of ARR”).
Requirements:• 1 year in Customer Success, Account Management, or Consulting (B2B Saa S required).• Proven track record of:o Retaining/growing $50K+ ARR accounts.o Reducing churn through proactive engagement.• Technical aptitude: Comfortable discussing APIs, integrations, and data workflows.• Mastery of any Saa S CRM.• Bachelor’s degree in business, Information Systems, or a related field.