Overview
Customer Success Manager Jobs in Amman, Amman, Jordan at Maqsam
Title: Customer Success Manager
Company: Maqsam
Location: Amman, Amman, Jordan
Key Responsibilities
- Manage a portfolio of Tail/SMB accounts and maintain regular customer engagement
- Handle high account volume efficiently while maintaining strong follow-up and account ownership
- Monitor customer health, usage, spend trends, and churn risks proactively
- Drive customer retention and reduce churn across the assigned portfolio
- Identify expansion and upsell opportunities where relevant
- Follow up on low balance, insolvency, inactivity, and contraction-risk accounts
- Coordinate internally with Support, Compliance, Finance, and Product teams to resolve customer concerns
- Ensure customers are utilizing the platform correctly and adopting relevant features
- Handle escalations professionally and maintain strong customer communication
- Maintain accurate account updates and activity tracking within internal systems and CRM tools
- Support commercial initiatives such as pricing transitions, account segmentation, and revenue protection efforts
- Contribute to improving customer workflows, operational processes, and customer experience initiatives
Qualifications
- 2-5 years of experience in Customer Success, Account Management, Customer Support, Sales, or a related customer-facing role
- Strong communication and relationship-building skills
- Strong organizational and follow-up skills
- Ability to efficiently manage and prioritize a high-volume portfolio of accounts
- Commercial awareness and ability to identify customer risk and growth opportunities
- Ability to work cross-functionally with multiple internal teams
- Problem-solving mindset and ability to handle customer escalations calmly
- Fluent in English and Arabic
Nice-to-Have Skills
- Experience working in SaaS, telecom, cloud, or contact center environments
- Experience using CRM platforms such as HubSpot, Planhat, Salesforce, or similar tools
- Understanding of customer retention and revenue metrics
- Experience handling operational workflows and customer lifecycle management
- Experience working with SMB or scaled customer portfolios
- Basic understanding of APIs, telephony, or technical customer workflows is a plus
What Success Looks Like in This Role
- Maintaining strong retention across the assigned portfolio
- Proactively identifying and reducing churn risks
- Efficiently managing a large number of customer accounts without compromising customer experience
- Driving customer engagement and platform adoption
- Maintaining strong operational discipline and customer follow-up
- Supporting revenue growth and protection initiatives across the portfolio
