Customer Success Manager

Reference Agency

Job Location:

Cairo - Egypt

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Our client is a reputable software house and they are looking to hire A Senior Customer Success Manager with a hands-on technical delivery practitioner who owns the full arc of client relationships post go-live: configuration training POC delivery incident management Agentic AI workflow design adoption renewal and expansion. This is not a relationship manager it is the companys primary client-facing delivery resource. Significant time is spent at client premises.

What You Own:

Application-layer product configuration (routing rules permissions workflows) through the GUI for our AI & Enterprise products.
Structured user training at client sites role-calibrated for admins department heads power users and end users.
Front-line Agentic AI workflow design for our products triggers steps prompts outputs validation logic.
POC delivery and product demonstrations grounded in real implementation experience.
First point of contact for all client calls own the outcome.
Route technical issues to App Support/SRE own client communication throughout.
Incident migration update and health-check ownership.
Escalation owner for after-hours incidents.
Adoption renewal prep (90 days before contract) and upsell/expansion identification.
Structured Voice of Customer feedback into Product Management.

Requirements

What You Bring:

46 years in enterprise software delivery implementation consulting or technical CS. Not SaaS account management.
Hands-on application-layer configuration through the GUI. Has translated business requirements into product configuration.
Structured enterprise training delivery at client sites planned role-calibrated sessions.
JSON literacy and basic scripting. API concepts. Verified in on-site practical.
Enterprise client management at IT Director / department-head level.
POC or product demonstration experience.
ArabicEnglish bilingual at professional level (verified mid-call).
On-site commitment: regular client visits after-hours escalation ownership.
Minimum 18 months per role in the last 6 years.

Nice-to-Have:

Agentic AI LLM workflow or automation platform experience.
Document management / ECM product familiarity (IBM FileNet OpenText Documentum).
Formal POC delivery experience with technical evaluation committees.
Gulf enterprise experience (KSA UAE).
Egyptian government sector delivery experience.

What You Own:

Application-layer product configuration (routing rules permissions workflows) through the GUI for our AI & Enterprise products.
Structured user training at client sites role-calibrated for admins department heads power users and end users.
Front-line Agentic AI workflow design for our products triggers steps prompts outputs validation logic.
POC delivery and product demonstrations grounded in real implementation experience.
First point of contact for all client calls own the outcome.
Route technical issues to App Support/SRE own client communication throughout.
Incident migration update and health-check ownership.
Escalation owner for after-hours incidents.
Adoption renewal prep (90 days before contract) and upsell/expansion identification.
Structured Voice of Customer feedback into Product Management.

Requirements

What You Bring:

46 years in enterprise software delivery implementation consulting or technical CS. Not SaaS account management.
Hands-on application-layer configuration through the GUI. Has translated business requirements into product configuration.
Structured enterprise training delivery at client sites planned role-calibrated sessions.
JSON literacy and basic scripting. API concepts. Verified in on-site practical.
Enterprise client management at IT Director / department-head level.
POC or product demonstration experience.
ArabicEnglish bilingual at professional level (verified mid-call).
On-site commitment: regular client visits after-hours escalation ownership.
Minimum 18 months per role in the last 6 years.

Nice-to-Have:

Agentic AI LLM workflow or automation platform experience.
Document management / ECM product familiarity (IBM FileNet OpenText Documentum).
Formal POC delivery experience with technical evaluation committees.
Gulf enterprise experience (KSA UAE).
Egyptian government sector delivery experience.