Customer Success Manager

Job Summary

About ClearGrid

ClearGrid is revolutionizing the debt resolution industry with cutting-edge AI and advanced analytics. We leverage real-time data machine learning and automation to optimize debt recovery for financial institutions. As we scale our technology platform we are building high-performance resilient systems to support our next phase of hyper-growth.

About the role

ClearGrid works with some of the largest lenders banks and BNPL providers in Saudi Arabia through our licensed collections agency and Command our AI-driven collections platform. Our Saudi clients expect a partner who is in the room with them: at in-person meetings and on site on launch day. This role is that partner.

You will own ClearGrids KSA client portfolio from pilot and proof of value through launch day-to-day operations renewal and expansion. You will be the person our clients trust with their collections performance which means three things: running the relationship at every level of the client running the operations behind their campaigns and understanding the data well enough to know exactly why a number moved and what to do about it.

This is mostly a run role with some build. There is a live portfolio to manage from day one and room to shape how Customer Success works in Saudi Arabia as we grow.

What youll own

• Your KSA client portfolio end to end: proofs of value onboarding launch adoption retention renewal and expansion. You own recurring revenue net revenue retention churn PoV success daily active usage client engagement and account health.

• Proofs of value and launches: taking pipeline clients through a successful PoV and into launch and being on the ground in Riyadh when they go live.

• Day-to-day portfolio operations: starting each day with a review of portfolio health investigating any significant drop and running client campaigns across calls SMS and email from updated client payment files.

• Client projects: leading client-specific initiatives with our Product and Engineering teams such as new AI capabilities and prompt changes from scoping to go-live.

• Senior client relationships: multi-threading each account from operations and collections teams up to Credit Risk Collections and leadership and being the trusted advisor they call first. That includes in-person meetings with clients across the Kingdom.

• Performance insight: reading the full collections funnel (right party contact promise to pay kept promises roll rates and recovery against target) diagnosing why performance moves and turning it into recommendations that lift recovery rates cost to collect and operations.

• Account strategy: a written account plan for every client covering stakeholders goals risks and growth opportunities kept current.

• Revenue growth from the portfolio: spotting and leading expansion from Allocate to Command new portfolios and buckets and new product modules working with Sales on commercials.

• A disciplined client cadence: weekly check-ins monthly business reviews and quarterly business reviews backed by sharp reporting and analysis plus ad hoc meetings as clients need them.

• Deep product expertise: knowing Command Journeys our AI agents and reporting at a granular level.

• Cross-functional partnership: acting as the voice of the client to Growth Data Product Engineering QA Conversation Design and Finance.

• Compliance and data residency: working within SAMAs debt collection regulations the Personal Data Protection Law (PDPL) and KSA data residency requirements handling in-country data matters on the clients behalf and helping clients stay compliant when they use ClearGrid.

What were looking for

• 6 to 8 years of customer success in B2B SaaS experience. A background in collections technology is ideal.

• Proven external client-facing experience with a track record of owning retention and expansion numbers for a portfolio of enterprise clients not just supporting them.

• Client presence: credible with senior banking and fintech leaders energised by client-facing work and able to manage client expectations and hold a firm position when needed.

• Strongly analytical: at home in dashboards and spreadsheets able to find the story in client data and explain it simply.

• Tech-savvy and AI-fluent: you use AI tools every day to research analyse and prepare and you can pressure-test their output rather than take it at face value.

• Operational and hands-on: comfortable running campaigns and day-to-day client operations not only the strategy above them.

• An independent self-driven problem solver with high ownership.

• Fluent in English and Arabic (required).

• Knowledge of SAMAs debt collection regulations PDPL data residency or the Saudi lending market is a strong plus.

• Based in Riyadh (required) and willing to travel within KSA and to Dubai as needed.

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