Customer Success Manager

ETAP - Operation Technology, Inc.

Customer Success Manager building relationships and ensuring satisfaction for electrical engineering customers. Engaging with clients to leverage solutions, manage renewals, and drive retention for ETAP's software.

Posted 5/13/2026full-timeDhahran • 🇸🇦 Saudi ArabiaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
Understand the motivation, business drivers, strategic goals and desired business outcomes for his portfolio of large customers.
Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, timelines, communication.
Work closely with Sales, Technical Support, Training and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
Be a customer advocate while capturing customer feedback and reporting requests to Product Management.
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage.
Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
Drive the Customer Success playbook for High Touch Segment.
Facilitate Executive Business Reviews with decision makers and our executive sponsor, where we celebrate shared successes, and make adjustments where necessary.

Requirements

What you’ll need

Bachelor / Master: initial training in electrical engineering & training in business / marketing
Fluent in English (written and oral)
Minimum 5 years’ experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support or Sales Management
Professional experience with electrical design and SCADA software; knowledge of ETAP is a plus
Confident, high energy, self-motivated
Experience working with senior and executive level customer contacts
Owner mindset, with an ability and inclination to be hands on in all aspects of the role
Leadership to mobilize different stakeholders, drive cross-functional activities, create and maintain momentum
Proven experience in project management
Team player with international exposure
Excellent communication skills

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development