Sr. Customer Success Manager

About Lucidya:

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with 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.

Why this role matters

As we continue to grow across the public and enterprise sectors, we are looking for aSenior Customer Success Manager to lead and managegovernment and strategic accounts.

This role goes beyond traditional SaaS customer success—you will act as atrusted advisor and account lead, owningend-to-end delivery, managing complex stakeholder environments, and translatingmedia monitoring insights into actionable value for clients.

What you’ll be doing

• Own and manage a portfolio ofgovernment and enterprise accounts, acting as the primary point of contact across all stakeholders
• Leadend-to-end account delivery, ensuring projects, reporting cycles, and commitments are executed on time and to a high standard
• Translatemedia monitoring and social listening insights into strategic recommendations that drive client outcomes
• Drive customer adoption, engagement, and retention through proactive account planning and value realization
• Build strong, trust-based relationships with senior stakeholders, including withingovernment entities
• Identify opportunities foraccount growth, including upsell and cross-sell of additional Lucidya solutions
• Collaborate closely with Product, Support, and Professional Services teams to deliver seamless customer experiences
• Act as thevoice of the customer, feeding structured insights back into the business
• Monitor and report on key success metrics (e.g., adoption, NPS, campaign performance, sentiment trends)

Who you are

• 5+ years of experience inaccount management, customer success, or client services, preferably within:
• • Media monitoring / social listening platforms
  • Digital, PR, or communications agencies
  • CX or insights-driven SaaS environments
• Proven experience working withgovernment or public sector clients, managing complex stakeholder structures
• Strong background inproject delivery, with the ability to manage timelines, reporting, and client expectations end-to-end
• Experience translatingdata and insights into clear, actionable recommendations for clients
• Commercially minded, with experience identifying and drivingaccount growth opportunities
• Excellent communication skills, with the ability to simplify complex concepts for non-technical audiences
• Tech-savvy and comfortable working with CRM and customer success tools (e.g., HubSpot, ChurnZero)
• Fluent inEnglish and Arabic
• Highly proactive, organized, and client-centric in approach

What the hiring process looks like

• Screening call with Talent Acquisition
• Interview with Hiring Manager
• Case Study
• Final stage (case study presentation interview / client scenario focused on delivery & insights)
• Offer

Who will succeed in this role

Someone who thinks like anaccount owner, not just a platform enabler -comfortable navigating government environments, leading delivery, and turning insights into real client impact.