# Customer Success Manager

> Maqsam · Amman, Jordan (Hybrid) · Full-time · Posted 2026-06-10

**Workplace:** hybrid

**Department:** Business

## Description

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

## Apply

[Apply at Maqsam](https://apply.workable.com/maqsam/j/243924C636/apply)

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