Job description

Key Responsibilities • Manage a portfolio of Tail/SMB accounts and maintain regular customer engagement • Handle high account volume efficiently while maintaining strong follow-up and account ownership • Monitor customer health, usage, spend trends, and churn risks proactively • Drive customer retention and reduce churn across the assigned portfolio • Identify expansion and upsell opportunities where relevant • Follow up on low balance, insolvency, inactivity, and contraction-risk accounts • Coordinate internally with Support, Compliance, Finance, and Product teams to resolve customer concerns • Ensure customers are utilizing the platform correctly and adopting relevant features • Handle escalations professionally and maintain strong customer communication • Maintain accurate account updates and activity tracking within internal systems and CRM tools • Support commercial initiatives such as pricing transitions, account segmentation, and revenue protection efforts • Contribute to improving customer workflows, operational processes, and customer experience initiatives Qualifications • 2–5 years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role • Strong communication and relationship-building skills • Strong organizational and follow-up skills • Ability to efficiently manage and prioritize a high-volume portfolio of accounts • Commercial awareness and ability to identify customer risk and growth opportunities • Ability to work cross-functionally with multiple internal teams • Problem-solving mindset and ability to handle customer escalations calmly • Fluent in English and Arabic Nice-to-Have Skills • Experience working in SaaS, telecom, cloud, or contact center environments • Experience using CRM platforms such as HubSpot, Planhat, Salesforce, or similar tools • Understanding of customer retention and revenue metrics • Experience handling operational workflows and customer lifecycle management • Experience working with SMB or scaled customer portfolios • Basic understanding of APIs, telephony, or technical customer workflows is a plus What Success Looks Like in This Role • Maintaining strong retention across the assigned portfolio • Proactively identifying and reducing churn risks • Efficiently managing a large number of customer accounts without compromising customer experience • Driving customer engagement and platform adoption • Maintaining strong operational discipline and customer follow-up • Supporting revenue growth and protection initiatives across the portfolio