Senior Customer Success Manager

About the Company

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. It uses proprietary NLU capabilities to equip marketing, support, CX, and research teams to deliver personalized experiences.

Responsibilities

• Own and manage a portfolio of government and enterprise accounts as the primary point of contact
• Lead end-to-end account delivery, ensuring projects and reporting cycles are executed on time
• Translate media monitoring and social listening insights into strategic recommendations
• Drive customer adoption, engagement, and retention through proactive account planning
• Build strong, trust-based relationships with senior stakeholders within government entities
• Identify opportunities for account growth, including upsell and cross-sell of solutions
• Collaborate with Product, Support, and Professional Services teams
• Act as the voice of the customer to provide structured feedback to the business
• Monitor and report on key success metrics such as adoption, NPS, and sentiment trends

Requirements

• 5+ years of experience in account management, customer success, or client services
• Experience with media monitoring, social listening, PR, or CX-driven SaaS environments
• Proven experience working with government or public sector clients
• Strong background in project delivery and managing client expectations
• Ability to translate data and insights into actionable recommendations
• Commercially minded with experience driving account growth
• Proficiency with CRM and customer success tools like HubSpot or ChurnZero
• Fluent in English and Arabic
• Highly proactive, organized, and client-centric approach