# Senior Merchant Successes Manager

> Salla · Jeddah, Saudi Arabia · Full-time · Posted 2026-03-30

**Workplace:** on_site

**Department:** Merchant Success

## Description

Salla is the leading e-commerce enabler platform in Saudi Arabia. Behind this success is a hugely diverse team of hard workers and believers in Salla's mission to be the #1 Best and easiest e-commerce enabler platform in the MENA region. We believe we enable our merchants to live better by raising their income.

We are seeking a Senior Customer Success Manager who will be accountable for overseeing a portfolio of scaled accounts and ensuring their successful utilization of our products and services. In this role, you will serve as a strategic consultant to these customers, assisting them in accomplishing their objectives and driving adoption and contentment.

### Responsibilities

-   Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients.
-   Drive gross and net retention targets within the Scaled accounts segment.
-   Implement process automation and optimization to enhance scalability and efficiency.
-   Collaborate with cross-functional teams on customer engagement campaigns.
-   Analyze customer digital journeys to improve overall experience and minimize churn.
-   Develop best practices for customer communication throughout the lifecycle.
-   Identify reasons for churn and implement strategies to retain customers.
-   Implement retention programs to proactively address risks.

## Requirements

-   Bachelor’s degree in Marketing, E-commerce, or any related field.
-   Experience managing a revenue number and maintaining a forecast.
-   Previous proven experience with digital adoption or scaling customer success.
-   Proven track record of executing against growth strategies and delivering targets above company expectations.
-   Experience in Data management and MS Excel.
-   Use data to analyze results and make data-driven decisions.
-   Experience in E-commerce, payment, shipping, or logistics companies.
-   Problem solver.
-   Experience in managing remote teams and working in a remote-friendly environment.

## Apply

[Apply at Salla](https://apply.workable.com/salla/j/1AC54BAC31/apply)

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