Customer Success Manager - Government Sector

Role Overview

Customer Success Manager - Government Sector at Lucidya. This role focuses on government and public sector entities, partnering with stakeholders to ensure long-term value realization, adoption, and trust.

Company Overview

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. The platform uses proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Role Purpose

You will focus specifically on government and public sector entities, delivering exceptional customer experience while ensuring long-term value realization and adoption. You act as the voice of the customer internally and bridge the gap between onboarding and value realization for large-scale governmental organizations.

Key Responsibilities

Product Knowledge & Education

• Learn products from A-Z and educate customers on services and fit.
• Help customers set up and navigate the platform.
• Explain technical terms in simple, digestible language.

Customer Engagement & Adoption

• Bridge the gap between customer onboarding and value realization.
• Find strategic and consistent ways to keep clients engaged and using products regularly, increasing adoption.
• Build strong relationships with customers rooted in trust and build customer loyalty.
• Monitor utilization and customer behaviors using Customer Success Platforms.

Revenue Growth

• Identify which products could further bring value to customers.
• Execute up-sell and cross-sell opportunities.

Metrics & Feedback Management

• Obsess over metrics like NPS and closely monitor customer feedback.
• Execute on feedback insights.
• Monitor, collect, and communicate customer feedback on a regular basis to wider teams.

Cross-functional Collaboration

• Work closely with Customer Support, Professional Services, Product, and Sales teams to deliver exceptional customer experience.
• Partner with stakeholders to ensure alignment and high service standards.

Qualifications & Experience

• 3-5 years of experience in a similar Customer Success role.
• Deep understanding of B2B SaaS.
• Saudi National (required due to the nature of government-sector engagement).

Skills & Competencies

• Proactive approach; ability to identify customer needs and challenges without waiting for outreach.
• Tech-savvy and comfortable navigating CRM tools, specifically HubSpot.
• Proficiency with Customer Success Platforms such as ChurnZero, able to use effectively to monitor utilization and behaviors.
• Strong communicator; able to explain technical concepts in simple, digestible manner.
• Bi-lingual: fluent in both Arabic and English, able to communicate comfortably with both Arabic-speaking and English-speaking customers.
• Extremely customer-centric with empathy at the forefront of customer interactions.
• Comfortable interacting with clients face-to-face from all different backgrounds and forming strong relationships.

Additional Information

• Hiring process: Screening call with TA, technical interview with hiring manager, offer.