{"id":3798548,"url":"https://alion.io/job/zaintech-customer-success-manager","title":"Customer Success Manager","company":{"id":5748,"name":"ZainTECH","domain":"zaintech.com","url":"https://alion.io/company/zaintech","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":106,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"FinOps","optional":false},{"name":"ITIL","optional":false},{"name":"Power BI","optional":false},{"name":"Salesforce","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-05T10:31:22Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T20:54:04Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Customer Success Manager is responsible for managing and developing long-term customer relationships across ZainTECH's Managed Services portfolio, ensuring customer satisfaction, service continuity, contract retention, and recurring revenue growth. The role serves as the primary post-sales relationship owner for an assigned portfolio of enterprise customers, ensuring that contracted services are effectively delivered, consumed, billed, and renewed in accordance with customer expectations and commercial commitments.\nWorking closely with Account Management, Managed Services, Technical Delivery, Finance, and other internal stakeholders, the Customer Success Manager translates operational performance and customer requirements into actionable improvements and commercial opportunities. The role drives customer engagement, service governance, contract renewals, account health monitoring, and revenue expansion while maintaining clear ownership of customer escalations.\nResponsibilities:\nCustomer Relationship Management & Escalation Handling\nOwn customer escalations end to end, coordinating with Delivery, Account Management, and vendors as required, while ensuring clear and timely customer communication.\nEnsure all customer concerns, including technical, commercial, and billing-related issues, are logged in ServiceNow within one business day, with a clearly assigned owner.\nAcknowledge customer concerns on the same day, align internally on the proposed response, and document all commitments.\nEscalate repeated or unresolved issues to the Head of Managed Services and keep the Customer Success Lead informed.\nReview all Poor CSAT responses within five working days, agree on corrective actions with the responsible teams, and monitor them through to closure.\nService Governance & Account Health Management\nConduct service reviews and executive reviews in accordance with customer service tiers, ensuring meeting minutes and action items are documented and shared with customers.\nRecord customer concerns raised during service reviews as ServiceNow cases and flag them appropriately for escalation.\nMonitor account health across service performance, open escalations, commercial standing, and customer relationships, identifying at-risk accounts and reporting them during monthly portfolio reviews.\nConduct regular cost and consumption reviews for cloud customers in collaboration with Managed Services and present optimization recommendations to customers.\nRevenue Growth & Account Development\nDrive recurring revenue growth from the existing customer portfolio, targeting a minimum year-on-year growth of 15%.\nMaintain account plans for all High Touch customers, mapping currently consumed services against the ZainTECH service catalogue and identifying quarterly upselling opportunities.\nIdentify and qualify upselling and cross-selling opportunities, coordinating with Account Management and Presales within five working days and ensuring opportunities are recorded in the CRM / ServiceNow.\nCollaborate with Account Management and Presales to support commercial expansion opportunities, while ensuring ownership of quotations and pricing remains with the Account Manager.\nEngage customers within ten working days when Operations identify workload peaks or consumption anomalies, agreeing on appropriate upselling or remediation actions and documenting the resulting decisions and revenue impact.\nDelivery Readiness & Service Handover\nProvide Tower Leads, NOC, Service Desk, and Professional Services teams with a rolling 30/60/90-day forecast of won and expected work to support resource planning and delivery readiness.\nManage the transition of customers from Sales and Projects to Managed Services, ensuring all required documentation is completed before go-live.\nEnsure service handovers include signed Statements of Facts (SOF), agreed scope, SLAs, customer contacts, expected consumption against estimates, and completed onboarding checklists.\nCoordinate with internal stakeholders to ensure operational teams are adequately staffed and certified ahead of service commencement.\nContract Management, Renewals & Offboarding\nMonitor customer contracts and service commitments to support timely renewals, continuity of services, and commercial compliance.\nCoordinate with relevant internal teams to ensure contractual scope, service levels, and customer commitments are properly maintained throughout the service lifecycle.\nSupport contract-related follow-ups and identify potential risks associated with contract expiry or service continuity.\nBilling, Collections & Dispute Management\nConduct monthly account reviews covering contracted versus billed services, billed versus consumed services, issued invoices, collections, overdue ageing, and outstanding disputes.\nMonitor account financial health using Green / Amber / Red classifications and identify potential revenue leakage, including unbilled services, expired contracts still in service, and invoices not raised against valid purchase orders.\nCoordinate with Finance and customers on overdue collections, agree on payment commitments, and participate in collection reviews in accordance with the AR Collections SOP.\nInvestigate disputed invoices against contractual agreements and service delivery records within five working days, coordinating with Finance, Professional Services, and Managed Services.\nProvide recommendations to the BU Head to support the resolution of invoice disputes within the agreed ten-working-day timeframe.\nOur Culture & Code of Conduct:\nAt ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking for individuals who share these values and are committed to customer-centricity and ethical excellence. All employees are expected to uphold our Code of Conduct, which serves as a guiding framework for responsible behavior across everything we do - from how we work with each other to how we engage with clients and partners globally.\nRequirements\n6+ years of experience in Customer Success, Account Management, or Service Delivery Management within managed services, cloud, or IT outsourcing environments, preferably supporting enterprise customers across the GCC.\nProven track record of growing revenue from existing customer portfolios and managing contract renewals.\nStrong commercial and financial understanding, including the ability to review contracts, purchase orders, invoices, ageing reports, and prepare basic account P&L analysis.\nWorking knowledge of cloud and managed services, including Azure, AWS, OCI, private cloud, and Microsoft 365.\nUnderstanding of cloud cost and consumption basics (FinOps, reservations, and licensing models)\nFamiliarity with vendor licensing models, particularly Microsoft CSP and Oracle licensing.\nExperience with ServiceNow's Customer Service Management, Case Management, and Contract modules.\nExperience with Salesforce CRM. \nAdvanced level in Excel and Power BI dashboards.\nDegree in IT, Engineering, or a related field, or equivalent practical experience.\nRequired Certifications: ITIL 4 Foundation, One cloud fundamentals certification (AZ-900, AWS Cloud Practitioner, or OCI Foundations).\nPreferred Certifications: Customer Success certification (e.g., CCSM), FinOps Certified Practitioner, or ServiceNow CSM Fundamentals.","description_format":"text","description_chars":7337,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","IT Consulting & Digital 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