Sr. Customer Success Manager
Company: Lucidya
Role summary
Sr. Customer Success Manager is a full-time role at Lucidya in Riyadh, Riyadh Region, Saudi Arabia (on-site). Posted 2026-10-27. Experience level: 5-10.
- Job title
- Sr. Customer Success Manager
- Company
- Lucidya
- Location
- Riyadh, Riyadh Region, Saudi Arabia
- Work arrangement
- on-site
- Employment type
- full-time
- Category
- Customer Service
- Experience level
- 5-10
- Date posted
- 2026-10-27
If you are passionate about helping brands improve their customer experience using cutting-edge AI, this is a fantastic opportunity to join a company at the forefront of automated intelligence. You will get to work directly with proprietary technology that bridges the gap between customer insights and real-time action, making it a perfect fit for a proactive strategist looking to drive growth in an innovation-heavy environment.
Job description
About Lucidya: Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.
Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.
Why this role matters As we continue to grow across the public and enterprise sectors, we are looking for a Senior Customer Success Manager to lead and manage government and strategic accounts.
This role goes beyond traditional SaaS customer success—you will act as a trusted advisor and account lead, owning end-to-end delivery, managing complex stakeholder environments, and translating media monitoring insights into actionable value for clients.
What you’ll be doing Own and manage a portfolio of government and enterprise accounts, acting as the primary point of contact across all stakeholders
Lead end-to-end account delivery, ensuring projects, reporting cycles, and commitments are executed on time and to a high standard
Translate media monitoring and social listening insights into strategic recommendations that drive client outcomes
Drive customer adoption, engagement, and retention through proactive account planning and value realization
Build strong, trust-based relationships with senior stakeholders, including within government entities
Identify opportunities for account growth, including upsell and cross-sell of additional Lucidya solutions
Collaborate closely with Product, Support, and Professional Services teams to deliver seamless customer experiences
Act as the voice of the customer, feeding structured insights back into the business
Monitor and report on key success metrics (e.g., adoption, NPS, campaign performance, sentiment trends)
Who you are 5+ years of experience in account management, customer success, or client services, preferably within:
Media monitoring / social listening platforms
Digital, PR, or communications agencies
CX or insights-driven SaaS environments
Proven experience working with government or public sector clients, managing complex stakeholder structures
Strong background in project delivery, with the ability to manage timelines, reporting, and client expectations end-to-end
Experience translating data and insights into clear, actionable recommendations for clients
Commercially minded, with experience identifying and driving account growth opportunities
Excellent communication skills, with the ability to simplify complex concepts for non-technical audiences
Tech-savvy and comfortable working with CRM and customer success tools (e.g., HubSpot, ChurnZero)
Fluent in English and Arabic
Highly proactive, organized, and client-centric in approach
What the hiring process looks like Screening call with Talent Acquisition
Interview with Hiring Manager
Case Study
Final stage (case study presentation interview / client scenario focused on delivery & insights)
Offer
Who will succeed in this role Someone who thinks like an account owner, not just a platform enabler - comfortable navigating government environments, leading delivery, and turning insights into real client impact.