🔹 About Glamera

GLAMERA is a Tech Startup (SaaS and Payment), which is focusing on the beauty and lifestyle industry in the MENA region. By an All-in-one platform, Glamera SaaS helps beauty services providers such as barber shops, beauty salons, spas, and gyms in reducing wasted products, the booking process, managing their salons remotely, and getting more users through marketing.

🔹 About the role:

The Customer Success Specialist is a strategic and supportive partner for our customers at every stage after the buying process. They're focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, upsells, ,cross-sells, and renewals.

🔹 Key Responsibilities & Duties

Customer Onboarding:

• Lead the onboarding process for new customers, ensuring a smooth transition and full understanding of the product/service to drive early adoption and satisfaction.
• Evaluate and analyze the specific needs, goals, and challenges of each customer to offer personalized solutions and drive success.
• Identify opportunities for upselling and cross-selling by sharing data-driven insights, growth strategies, and actionable plans to drive account expansion

Account Management:

• Serve as a trusted advisor, maintaining regular communication and solving challenges via calls, WhatsApp, and ticketing tools.

Cross & Upselling Selling:

• Identify opportunities for account expansion and upsell/cross-sell Glamera’s product suite.
• Generate leads from active accounts by calls, WhatsApp, and other channels
• Announce new features and products to existing customers, highlighting benefits that address their needs.

Ticketing & CRM Management:

• Keep all client issues and updates documented accurately and resolved in a timely manner.
• Foster strong, long-term relationships with customers through trust, transparency, and consistent communication.

Retention Support:

• Work closely with the renewal team to ensure client concerns are addressed before contract renewals.

Performance Reporting:

• Update daily sheets, track tickets, and provide monthly reporting when required.

🔹Requirements:

• At least 2 years of experience in Account Management in SaaS or E-Commerce.
• At least 1 year of Gulf market experience preferred.
• Familiarity with client success strategies, onboarding flows, and customer lifecycle engagement.
• Strong verbal and written English communication skills.
• Experience using ticketing systems, Excel, and other Microsoft tools.
• Proven ability to multitask, work under pressure, and meet performance KPIs.
• Strong sense of responsibility and ownership for client satisfaction.
• Knowledge or experience in the beauty salon industry is a big plus.