Customer Success Manager

Job Responsibilities • Manage and maintain strong relationships with Fursan’s corporate clients to ensure customer satisfaction, retention, and maximum value from the company’s travel services and solutions. • Lead the implementation of client programs and ensure all requirements are delivered within agreed timelines in coordination with relevant departments. • Communicate client needs, expectations, and business objectives clearly to Customer Service, Finance, IT, and Operations teams. • Handle escalated client issues, coordinate timely resolutions, and ensure a high level of service quality. • Conduct regular client review meetings to evaluate performance, gather feedback, identify improvement opportunities, and strengthen client relationships. • Develop and implement client communication plans to keep customers informed about travel industry updates, new services, policy changes, and relevant market developments. • Organize training sessions and educational seminars for client booking teams to improve their knowledge of Fursan’s booking tools, travel services, and procedures. • Prepare and deliver client presentations, business reviews, and contract renewal proposals in coordination with relevant stakeholders. • Develop client success plans aligned with business objectives, identify opportunities to improve service delivery, and support account growth. • Monitor client performance and satisfaction through regular reports, highlighting achievements, challenges, and the value delivered. • Maintain accurate client records, contact details, business requirements, and communication history. • Identify opportunities to increase client engagement, improve retention, and strengthen long-term business partnerships. Qualifications • Bachelor’s degree in Business Administration, Marketing, Hospitality, Tourism, or a related field, or equivalent relevant experience. • Saudi national. • Minimum of 3 years of relevant experience in Customer Success, Account Management, Client Relationship Management, or Corporate Travel. • Strong understanding of customer relationship management and client retention practices. • Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint. • Excellent written and verbal communication skills. • Proficiency in English, both written and spoken. • Strong presentation, negotiation, problem-solving, and stakeholder management skills. • Ability to manage multiple client accounts, coordinate cross-functional teams, and meet deadlines.