Customer Success Manager - Saudi Arabia

About the jobAbout Upciti Upciti develops SaaS, IoT, and Computer Vision solutions that help local authorities and urban stakeholders better understand, manage, and transform the use of public space, including mobility, parking, traffic flows, and public space occupancy.The Saudi Commercial Team is responsible for growing and retaining Upciti OS's portfolio of public sector clients across Saudi Arabia and the region. It bridges the gap between the commercial phase and operational deployment, and directly contributes to recurring revenue growth through client retention and upselling.After closing, the CSM becomes the client's primary point of contact and takes full ownership of the post-sale relationship. They lead onboarding, drive platform adoption and satisfaction, secure renewals, and independently manage upsell and portfolio growth opportunities across a multicultural international territory.Your responsibilities Client onboarding & deploymentGet involved during the final stages of closing to ensure a smooth handover from the sales teamLead the kickoff meeting with the project team and client stakeholders (sizing plan review, installation schedule, dashboard access setup)Coordinate access provisioning and hardware deployment follow-up with the project teamDeliver dashboard training to all end users and client-side stakeholdersPortfolio development & growthRun structured, regular check-ins (weekly, then bi-weekly, then monthly as the account matures)Lead the 90-day Executive Business Review (EBR) with the client's leadership teamIndependently identify and drive upsell opportunities (new use cases, geographic expansion, additional sensors)Spot churn risks early and put corrective action plans in placeCross-functional coordination & continuous improvementAct as the bridge between the client and internal teams (product, tech, commercial, project)Feed client feedback to the product team and take part in monthly product meetingsContribute to building and improving Customer Success processesYour profile HardskillsManaging a client portfolio in Saudi Arabia and the regionRunning upsell and cross-sell independentlyLeading executive-level meetings (kickoffs, EBRs, performance reviews)Delivering product training and onboarding sessionsMonitoring adoption metrics and building client-facing reportsNice to have:Proficiency with CRM tools (HubSpot or equivalent)Soft skillsStrong client-service orientation and drive for satisfactionProactive and able to anticipate client needsEntrepreneurial spirit: comfortable building a role from scratch in a startup environmentCross-cultural adaptabilityGenuine appetite for field travelOutstanding relationship-building skills; ability to become the trusted single point of contact post-saleComfortable engaging with senior stakeholders (decision-makers, executives)Nice to have:Ability to make technical topics (hardware and SaaS) accessible to non-technical audiencesExperienceMid to senior profile: 3 to 5 years in Account Management or Customer Success with upsell and account growthNatural account manager: core expertise in customer relationships and growing an existing portfolio, not in new business huntingStartup or scale-up experience (autonomy, building a role, fast-moving environment)Has previously helped build or structure a CS team or department from scratchBilingual in English and Arabic – French is a plusNice to have:Background in Account Management in a GovTech, mobility, IoT or B2B SaaS environment