Customer Success Manager

About the company:

Almosafer (part of Seera Group) Saudi Arabia’s Leading Travel Company

Elevating the journey for travelers from Saudi Arabia, the region & beyond, while harnessing Seera Group’s 40+ years of expertise, Almosafer supports Saudi Arabia’s vision as a national champion for tourism. Almosafer creates opportunities for outbound, leisure, and religious travel, whilst serving B2C and B2B customers, partners, and suppliers with state-of-the-art travel solutions, a digital-first mindset, and travel advisory.

About the role:

The Customer Success Manager is the strategic bridge between our growing API- integrated client base and our internal teams (Sales, Engineering, Product, Support). This forward-thinking role ensures rapid, reliable onboarding, drives adoption of our distribution platform, and maximizes client lifetime value through proactive technical stewardship and consultative account management.

Responsibilities:

• Onboarding & Integration - Lead end-to-end API integration projects: requirements gathering, scoping, test plans, go-live coordination. Validate client environments, conduct technical health checks, and certify production readiness
• Client Relationship & Advocacy - Serve as the primary technical point of contact for CXOs, IT stakeholders, and product teams. Credit monitoring / amendments and collections. Translate business needs into actionable feature requests, prioritize backlog alongside Product Management
• Performance & Adoption Enablement - Monitor API usage, identify under-utilized endpoints, and drive adoption through bespoke workshops or code clinics. Proactively surface potential performance bottlenecks, security gaps, or deprecation cycles
• Issue Resolution & Escalation - Triage and resolve Level-2/3 technical incidents within SLA, orchestrating cross-functional war rooms when needed. Dispute resolution of bookings and maintain a “zero surprise” posture: notify clients of any service degradations or roadmap changes in advance.
• Revenue Growth & Renewal - Uncover upsell/cross-sell opportunities based on integration maturity and client roadmap alignment. Collaborate with Sales and BD to ensure seamless contract renewals and expansion deals.
• Documentation & Enablement - Produce integration best-practice guides, API release notes, and post release updates and impacts.Train internal Sales/Support teams on new features, ensuring consistent messaging and reducing hand-offs.

Profile Requirements:

• Bachelor’s in Computer Science, Information Systems, or equivalent.
• Hands-on with REST/SOAP APIs, JSON/XML, OAuth2, Webhooks.
• Familiarity with API testing tools (Postman, SoapUI) and basic scripting (Python, JavaScript).
• 3–5 years in a Technical Account Management, Solutions Engineering, or Pre-/Post-Sales Engineering role.
• Track record in SaaS platform integrations, RESTful API projects, or travel-tech domain preferred
• Exceptional communicator with the ability to simplify complex technical concepts.
• Strong consultative mindset, customer-centric attitude, and resilience under pressure.
• Platforms: Salesforce (or similar CRM), JIRA/Confluence, Data visualization (Tableau/Power BI) a plus.

Being you @ Almosafer:

At Almosafer we strongly believe in diversity and equal opportunities for all candidates. We do not discriminate based on any characteristic and follow fair employment practices regarding citizenship and immigration status. Join our inclusive work environment.