Customer Success Manager

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in New York, Tulsa, and Manchester, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

As an Enterprise Customer Success Manager, you are responsible for ensuring our most strategic customers derive value from our solutions throughout their lifecycle. You will lead onboarding, drive project management initiatives, and provide ongoing support, while fostering strong relationships to ensure customer success, retention, and growth.

A Little About You...

• Bachelor's degree or equivalent experience.
• Proven success in managing global, enterprise customers (SaaS experience preferred).
• Strong project management skills with the ability to lead complex onboarding processes.
• Basic technical support skills, able to troubleshoot and resolve customer issues.
• Proficiency in Arabic and English (verbal and written).
• In-depth knowledge of Customer Success practices, including retention strategies, opportunity identification, and escalation management.
• Familiarity with customer success tools and systems.
• Advanced skills in MS365.
• Results-driven, with strong organization and prioritization skills.
• Skilled in influencing and aligning stakeholders to achieve outcomes.
• Effective communicator, both in writing and speaking, across all levels.
• Proactive problem solver, balancing customer-first solutions with business needs.
• Resilient, optimistic, and realistic in driving customer success.
  
  

About the role...

• Lead customer onboarding, managing project timelines, budgets and quality, aligning internal and customer resources, and ensuring smooth implementation.
• Build and maintain relationships across complex, multi-divisional organizations.
• Manage all customer interactions, from onboarding to expansion, with a focus on clear communication and seamless transitions.
• Lead regular strategic conversations to align on goals, track progress, and uncover new opportunities.
• Provide basic technical support and ensure timely issue resolution, collaborating with internal teams as needed.
• Track and analyze customer health data to proactively address issues and reduce churn risk.
• Identify and drive upsell and expansion opportunities to meet business targets.
• Stay up-to-date with product features and functionality, guiding customers on relevant use cases.
• Advocate for customers internally by translating feedback into actionable insights.
• Maintain accurate account data for billing, forecasting, and decision-making.