Customer Success Manager

Job Title: Customer Success Manager

Location: Riyadh, KSA (in-office)

About Omniful:

Omniful gives businesses one place to run everything operations and supply chain. It brings together all of the operating systems that are normally scattered across a company, like Order Management, Shipping Gateway, Warehouse Management, Transportation Management, Supply Chain, Point of Sale and more. For the first time ever, you can manage and automate every part of the operations lifecycle in a single system.

Omniful enables retail, logistics, D2C brands, and e-commerce businesses to scale efficiently and enhance customer satisfaction through a unified, vertically integrated solution.

Based in Riyadh, KSA, Omniful has raised $10+M from the regions top investors RAED Ventures, VentureSouq, SEEDRA Ventures, Jahez Group, DASH Ventures, Bunat Ventures, Sanabil 500,and is considered one of the fastest-growing SaaS startups that came out of the MENA region.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @omniful.com or @omniful.ai addresses.

Role Overview:

As a Customer Success Manager (CSM) at Omniful, you will be the primary advocate and guide for our customers, helping them achieve success and maximize value from our solutions. Working as part of the Operations team, you will focus on product adoption, training, and ongoing engagement, ensuring customers derive the full benefit from Omnifuls offerings. This role works in close partnership with the Account Manager, who manages the commercial relationship, to deliver a seamless customer experience and foster long-term success.

Key Responsibilities:

• Customer Onboarding and Adoption:

• Lead and manage the customer onboarding process, ensuring a smooth transition and effective setup of Omnifuls solutions tailored to each customers needs.

• Develop and deliver training programs to drive product adoption and proficiency, enabling customers to maximize the value of Omnifuls offerings.

• Create and execute customized success plans, setting clear milestones and success metrics that align with customer goals and business objectives.

• Customer Relationship Management:

• Build strong, trusted relationships with key stakeholders within customer organizations, serving as their advocate and point of contact for all non-commercial matters.

• Proactively engage with customers to understand their needs, challenges, and goals, providing strategic guidance and best practices for using Omnifuls solutions.

• Monitor customer health metrics and conduct regular check-ins to ensure satisfaction, address issues, and identify opportunities for further product utilization.

• Collaboration with Account Managers:

• Work closely with the Account Manager assigned to each customer to ensure alignment on customer goals, account plans, and overall strategy.

• Share insights and feedback regarding customer product usage, satisfaction, and potential areas for upselling or cross-selling.

• Support the Account Managers efforts to expand the customer relationship by demonstrating the value of Omnifuls solutions in driving operational efficiency and growth.

• Product Feedback and Improvement:

• Gather and relay customer feedback to Product and Engineering teams, helping to shape the product roadmap and prioritize enhancements based on customer needs.

• Collaborate with Product and Customer Support teams to resolve escalated issues, ensuring timely and effective problem resolution.

• Customer Advocacy and Engagement:

• Identify and cultivate customer advocates, encouraging participation in case studies, testimonials, and other customer success initiatives.

• Organize and host webinars, workshops, and user groups to drive engagement, promote knowledge sharing, and showcase new product features.

• Contribute to thought leadership content, such as customer success stories and best practices guides, to highlight Omnifuls impact.

Qualifications:

• Experience: 3-5+ years in customer success, account management, or a related role within SaaS, B2B technology, or supply chain solutions.

• Customer-Centric Approach: Deep commitment to understanding and addressing customer needs, with a focus on delivering value and ensuring long-term success.

• Communication Skills: Exceptional verbal and written communication skills, with the ability to engage with both technical and non-technical stakeholders.

• Project Management: Strong organizational skills and the ability to manage multiple customer engagements, balancing priorities effectively.

• Collaboration: Experience working cross-functionally with Sales, Product, and Customer Support teams to deliver a seamless customer experience.

Key Competencies:

• Proactive Problem-Solving: Ability to anticipate challenges, address issues quickly, and drive solutions that maximize customer satisfaction.

• Data-Driven: Proficiency in using data and metrics to track customer health, identify trends, and inform strategic decision-making.

• Empathy and Relationship-Building: Ability to build strong, trust-based relationships with customers, understanding their unique needs and goals.

• Adaptability: Comfort with change and a proactive approach to learning new features, processes, and industry developments.

Why Join Omniful?

• Impactful Work: Directly influence the growth of a fast-scaling company at the forefront of operations and supply chain management.

• Innovative Culture: Join a team committed to continuous improvement, creativity, and excellence.

• Growth Opportunity: Shape Omnifuls growth trajectory with significant influence over strategic revenue initiatives. How many companies in the market can you say has a global potential to reach hundreds of millions of dollars in annual revenue, from the region?

• Competitive Compensation: We offer a competitive salary, performance-based incentives, and equity options.

At Omniful, were building a culture that attracts and empowers the top 0.1% of smart relentless talent individuals who think and act with the ingenuity of hackers and the boldness of pirates. Here, high ownership, deep accountability, and a whatever it takes mentality arent just encouragedtheyre required! We cut through politics and bureaucracy to focus on what truly matters: solving complex challenges, driving meaningful impact, and creating the future of operations and supply chain management. If youre ready to break boundaries, collaborate with brilliant minds, and make a lasting legacy for decades to come, Omniful is where you belong.

If youre passionate about helping customers succeed and maximizing their value from innovative technology, wed love to hear from you!