Sr. Customer Success Manager

About Lucidya:

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.

Why this role matters

As we continue to grow across the public and enterprise sectors, we are looking for a Senior Customer Success Manager to lead and manage government and strategic accounts.

This role goes beyond traditional SaaS customer success-you will act as a trusted advisor and account lead, owning end-to-end delivery, managing complex stakeholder environments, and translating media monitoring insights into actionable value for clients.

What you’ll be doing

• Own and manage a portfolio of government and enterprise accounts, acting as the primary point of contact across all stakeholders
• Lead end-to-end account delivery, ensuring projects, reporting cycles, and commitments are executed on time and to a high standard
• Translate media monitoring and social listening insights into strategic recommendations that drive client outcomes
• Drive customer adoption, engagement, and retention through proactive account planning and value realization
• Build strong, trust-based relationships with senior stakeholders, including within government entities
• Identify opportunities for account growth, including upsell and cross-sell of additional Lucidya solutions
• Collaborate closely with Product, Support, and Professional Services teams to deliver seamless customer experiences
• Act as the voice of the customer, feeding structured insights back into the business
• Monitor and report on key success metrics (e.g., adoption, NPS, campaign performance, sentiment trends)

Requirements

Who you are

• 5+ years of experience in account management, customer success, or client services, preferably within:
• Media monitoring / social listening platforms
• Digital, PR, or communications agencies
• CX or insights-driven SaaS environments
• Proven experience working with government or public sector clients, managing complex stakeholder structures
• Strong background in project delivery, with the ability to manage timelines, reporting, and client expectations end-to-end
• Experience translating data and insights into clear, actionable recommendations for clients
• Commercially minded, with experience identifying and driving account growth opportunities
• Excellent communication skills, with the ability to simplify complex concepts for non-technical audiences
• Tech-savvy and comfortable working with CRM and customer success tools (e.g., HubSpot, ChurnZero)
• Fluent in English and Arabic
• Highly proactive, organized, and client-centric in approach

What the hiring process looks like

• Screening call with Talent Acquisition
• Interview with Hiring Manager
• Case Study
• Final stage (case study presentation interview / client scenario focused on delivery & insights)
• Offer

Who will succeed in this role

Someone who thinks like an account owner, not just a platform enabler - comfortable navigating government environments, leading delivery, and turning insights into real client impact.