Customer Success Specialist; Trainee

The Customer Success Specialist owns a portfolio of Smart Services clients from the moment the contract is signed through to renewal and expansion. This is a retention and relationship role, not a support role, the objective is to make sure every client in the portfolio gets measurable value from the services they bought, and that they renew because that value is obvious to them.

Smart delivers seven service lines: IT Management, Technical Projects, Application Development, Digital Products, Cybersecurity, Business Applications, and Procurement. Our clients range from PIF-backed entities and government authorities to private financial services firms, law practices, and consultancies across Riyadh and Jeddah. The Specialist is the single named point of accountability each of those clients has inside our organisation.

• Bachelor's degree in Business, Information Technology, Marketing, or a related field.
• Two to five years in customer success, account management, client servicing, or a comparable client-facing commercial role.
• Demonstrated ownership of a client portfolio with retention or renewal responsibility — not solely support ticket handling.
• Experience working with B2B clients in Saudi Arabia, and comfort operating with government, semi-government, and PIF-affiliated entities.
• Working familiarity with a CRM or ERP system. Experience with Odoo is an advantage.
• Professional working proficiency in Arabic and English, written and spoken. Client meetings, contracts, and correspondence occur in both.

• Commercial judgement. Can read an account and tell the difference between a client who is quiet because they are satisfied and a client who is quiet because they are leaving.
• Written discipline. Documents clearly and consistently, in Arabic and English, without being chased.
• Comfort with senior stakeholders. Can hold a business review with a client's executive sponsor and keep the conversation on outcomes rather than tickets.
• Technical literacy. Does not need to be an engineer, but must understand our seven service lines well enough to recognise a genuine expansion opportunity and to translate between client and delivery team.
• Escalation courage. Raises problems early and directly. We would rather hear about an issue too soon than find out from the client.
• Follow-through. Every meeting ends with confirmed next steps and an owner, and those steps actually happen.

• Background in IT managed services, systems integration, or technology consulting.
• Prior exposure to public sector procurement cycles in the Kingdom.
• Formal customer success certification or training.
• Experience building a customer success function from scratch rather than inheriting a mature one.

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