Customer Success Manager, Senior Manager

About This Opportunity

We are representing a confidential SaaS organization serving the insurance industry. Our client is seeking a Senior Customer Success Manager to join their team in Morocco. This role offers the opportunity to manage a portfolio of enterprise accounts and serve as a trusted advisor throughout the customer lifecycle.

As part of our talent team at Get A Job.ai, we handle the initial screening and coordination. Qualified candidates will be presented directly to our client for consideration.

Responsibilities

• Manage and develop 4+ medium to large enterprise accounts, serving as the primary contact and trusted advisor
• Develop customer success plans aligned with business goals and strategic priorities, identifying expansion opportunities
• Facilitate weekly, monthly, and quarterly governance meetings with customer leadership teams
• Track renewals through their lifecycle, proactively managing risks and building strategic account plans
• Stay current with product features and updates, conducting review sessions and identifying upsell and cross-sell opportunities
• Coordinate between customers, implementation partners, and internal teams to ensure successful deployments and ongoing operations
• Manage customer feedback through NPS activities, developing measurable action plans
• Ensure timely resolution of support cases and defects in line with customer program timelines
• Monitor customer health metrics and SLA performance, providing transparency into service delivery
• Conduct lessons learned sessions when issues arise, building improvement plans to restore account health
• Educate customers on product functionalities and demonstrate business value to drive adoption
• Mentor junior Customer Success Managers
• Develop tools, processes, and procedures to support scalable growth

What We're Looking For

Required:

• Bachelor's degree in Computer Science, Computer Information Sciences, or related field (or equivalent work experience)
• Minimum 6+ years of functional and technical knowledge working with SaaS platforms
• Proven ability to maintain and foster strong customer relationships
• Demonstrated experience driving new sales, expansion revenue, and software adoption
• Strong operational excellence in analytical thinking, process development, problem solving, and planning
• Ability to explain complex technical concepts to non-technical audiences
• Exceptional customer service and organizational skills
• Excellent written and oral communication skills
• Ability to work independently and collaboratively in a team environment
• Efficient multi-tasking and project management capabilities
• Flexibility to respond to evolving business priorities and ambiguity
• Legally authorized to work in Morocco
• Willingness to travel 10-25%

Preferred:

• Property and casualty insurance industry knowledge and experience
• Experience with customer success platforms
• Knowledge of Microsoft Azure and SQL Server
• Minimum 1 year of leadership experience

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your qualifications and conduct an initial screening. We'll discuss your background, career goals, and fit for this role. If there's a strong match, we'll submit your profile to our client for consideration.

Please do not attempt to contact the client directly, as all applications must come through our coordinated process. This ensures every candidate receives proper consideration and professional representation.

Pay

Compensation details will be discussed during the screening process based on your location, experience, and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.