Customer Success Specialist

About the Company

SiFi is an expanding B2B fintech business focused on improving expense management for companies across Saudi Arabia. The company is a licensed EMI regulated by the Saudi Central Bank and builds tools that help organizations manage finance operations more efficiently.

Role Summary

The Customer Success Specialist will support customers from onboarding through ongoing adoption, with a strong focus on responsiveness and satisfaction. This position will act as the initial contact for clients, handling basic support questions, collecting user feedback, and assisting with account-related tasks.

Key Responsibilities

• Support new customer onboarding, including account creation and introductory training.
• Handle routine customer questions and support needs through email, phone, and chat.
• Guide customers through the product and help resolve common issues.
• Collect, record, and organize customer feedback, requests for new features, and recurring pain points.
• Help maintain support articles, FAQs, and related customer documentation.
• Track customer health indicators and escalate possible concerns to Customer Success Managers.
• Assist with planning and delivering customer training sessions and webinars.
• Keep customer records updated and accurate in the CRM.
• Provide administrative and reporting support to the Customer Success team.
• Work with cross-functional teams to solve customer problems and enhance the overall customer journey.

Requirements

• A bachelor’s degree in Business, Communications, or a related discipline.
• 3 to 5 years of experience in this role or a closely related customer-facing position.
• Excellent written and verbal communication skills, along with strong interpersonal abilities.
• Working knowledge of core customer service principles and best practices.
• Comfort using Microsoft Office tools and CRM platforms.
• Ability to learn quickly and adapt in a fast-moving environment.
• Strong analytical thinking, problem-solving ability, and attention to detail.
• Well-developed organizational skills and the ability to manage multiple tasks at once.
• Prior customer-facing experience, ideally within SaaS or a technology company, is an advantage.
• Exposure to customer success methods and industry best practices is an added plus.
• Basic understanding of project management concepts is preferred.
• Experience with help desk or customer support software is beneficial.
• Knowledge of fintech or financial services is a plus.
• Saudi nationality is mandatory.
• Must be a Saudi resident.

Additional Information

This is a full-time, onsite role based in Riyadh, Saudi Arabia.

No salary, stipend, or vacancy count was specified in the source information.