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 • 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.