Customer Success Manager

The Customer Success Manager is responsible for customer success, project governance, and order-to-cash follow-up across Zain Group and OpCo projects. The role will ensure strong client communication, timely delivery coordination, acceptance tracking, invoicing follow-up, and escalation management to improve customer satisfaction, revenue recognition, and project execution.

Responsibilities

• Customer Success & Communication Act as the main coordination point for customer updates across active Zain Group and OpCo projects
• Ensure regular communication with clients on project status, risks, dependencies, and next steps
• Improve customer experience by proactively addressing issues before escalation
• Order-to-Cash Governance Track the full project lifecycle from PO issuance to delivery, acceptance, invoicing, and collection
• Follow up on pending POs, SOFs, delivery milestones, acceptance certificates, invoices, and payment status
• Coordinate with Sales, Delivery, Finance, Legal, Procurement, and Business Units to remove blockers
• Project Delivery Follow-up Monitor project progress with delivery teams and ensure timelines are updated and communicated
• Highlight delivery delays, pending actions, risks, and dependencies to the account owner and BU leaders
• Maintain a clear project tracker covering status, owner, timeline, commercial value, and next action
• Escalation Management Identify issues early and escalate internally when support is needed from BU, Finance, Legal, or senior management
• Ensure escalations are documented, followed up, and closed with clear ownership
• Revenue Recognition Support timely revenue recognition by ensuring project milestones, acceptance documents, and invoicing requirements are completed
• Work closely with Finance and Delivery teams to minimize delays in billing and collection
• Reporting & Governance Prepare weekly project status reports covering delivery, commercial, financial, and customer success updates
• Support monthly governance reviews with Zain Group and OpCos
• Maintain dashboards for pipeline-to-delivery, order-to-cash, pending approvals, and escalations
• Our Culture & Code of Conduct: At 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
• Desired Candidate Profile 5+ years of experience in customer success, project coordination, account management, PMO, or delivery governance
• Strong understanding of AI, ICT, cloud, cybersecurity, managed services, and digital transformation projects
• Experience managing enterprise customers and internal cross-functional teams
• Strong follow-up, communication, reporting, and escalation management skills
• Ability to work with senior stakeholders across Sales, Delivery, Finance, Legal, Procurement, and Business Units
• Experience working with telecom operators or enterprise technology customers
• Knowledge of order-to-cash, project acceptance, invoicing, and revenue recognition processes
• Bachelor s degree in Business Administration, IT, Management, or a related field PMP, ITIL, or customer success certification is a plus