Customer Success Manager - Government Sector

Customer Success Manager - Government Sector

Lucidya

Lucidya is a rapidly expanding SaaS startup and a global leader in social media analytics, specializing in the Arabic language. Leveraging cutting-edge AI, Machine Learning, and big data technologies, Lucidya is dedicated to empowering businesses in the MENA region to better understand and serve their customers through its Media and Customer Intelligence products.

With its headquarters in Riyadh and offices in various countries worldwide, Lucidya is backed by reputable investors and is experiencing significant growth to meet the escalating demand for its innovative solutions. The company has been recognized by the World Economic Forum as one of the most promising startups in the MENA region, offering a unique opportunity to be part of a history-making venture.

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

We’re growing at a rapid pace and our priority remains the same: deliver an exceptional customer experience. For this role, you will focus specifically on government and public sector entities, partnering closely with stakeholders to ensure long-term value realization, adoption, and trust.

Lucidya works with large-scale governmental organizations, and we’re looking for a Customer Success Manager who understands the importance of structure, stakeholder alignment, and high service standards in public sector environments.

In this role, you will be responsible for educating customers on our services and identifying the best solutions for their needs. You will act as a bridge between customer onboarding and value realization, developing strategic methods to maintain client engagement and product usage, thereby increasing adoption.

You will build strong, trust-based relationships with customers to foster loyalty. Your duties will include assisting customers with platform setup and navigation, identifying opportunities for upselling and cross-selling our products, and meticulously monitoring metrics like NPS and customer feedback to drive action.

Collaboration with Customer Support, Professional Services, Product, and Sales teams is essential to deliver an exceptional customer experience. You will also serve as the voice of the customer internally by monitoring, collecting, and communicating feedback to wider teams.

You are proactive and anticipate customer needs, demonstrating technical savviness with CRM tools like HubSpot and Customer Success Platforms (CSPs) such as ChurnZero. You possess strong communication skills, capable of explaining technical concepts simply, and are bilingual in Arabic and English. A customer-centric approach with empathy at the forefront of interactions is key. You should have 3-5 years of experience in a similar role with a deep understanding of B2B SaaS, and be comfortable interacting face-to-face with clients from diverse backgrounds to form strong relationships.

This role requires a Saudi National due to the nature of government-sector engagement.

Required Skills

• Customer Success, B2B SaaS, CRM, Customer Support, Stakeholder Management, NLU, Arabic, English

Key Responsibilities

• Educate customers on our services and identify optimal solutions. Bridge the gap between customer onboarding and value realization. Develop strategic methods to maintain client engagement and product usage. Build strong, trust-based relationships with customers to foster loyalty. Assist customers with platform setup and navigation. Identify opportunities for upselling and cross-selling our products. Monitor metrics like NPS and customer feedback to drive action. Collaborate with Customer Support, Professional Services, Product, and Sales teams. Serve as the voice of the customer internally by monitoring, collecting, and communicating feedback.

Qualifications

• Proactive and anticipatory of customer needs. Tech-savvy with proficiency in CRM tools like HubSpot. Familiar with Customer Success Platforms (CSPs) such as ChurnZero. Strong communication skills, able to explain technical concepts simply. Bilingual in Arabic and English. Customer-centric approach with empathy at the forefront of interactions. 3-5 years of experience in a similar role. Deep understanding of B2B SaaS. Comfortable interacting face-to-face with clients from diverse backgrounds. Must be a Saudi National.