Company DescriptionVirtual Vision (V2) is Saudi Arabia's leading provider of Cloud Technology and System Integration Services, dedicated to enhancing business operations through innovative IT solutions. Supported by a team of cloud implementation specialists and system integrators, V2 has successfully deployed enterprise-grade solutions to drive business growth and increase revenue. The company operates its own Tier-3 Data Center in Riyadh, delivering secure, reliable, and high-performance cloud technology to reduce costs and empower clients to grow their businesses. V2's approach prioritizes customer satisfaction, trust, and continuous improvement to ensure high-value outcomes for its clients.Role DescriptionThe Customer Success Lead is responsible for managing the customer success function within a Cloud Service Provider environment, ensuring high levels of customer satisfaction, retention, and service adoption.This role acts as the primary relationship owner for key customers, ensuring that services delivered (Managed Services, IaaS, and PaaS) meet customer expectations and contractual obligations. The role also acts as a Project Coordinator for technical teams, ensuring proper planning, tracking, and delivery of customer-related technical activities.Key ResponsibilitiesLead and manage the Customer Success team.Build and maintain strong relationships with customers.Ensure customer satisfaction and retention.Act as an escalation point for customer concerns.Drive customer engagement and service adoption.Coordinate technical activities across internal teams.1- Customer Relationship ManagementAct as the primary point of contact for key accounts.Conduct regular service review meetings.Understand customer business needs and align services accordingly.Ensure long-term customer success and value realization.2- Project Coordination (Technical Teams)Act as a project coordinator for customer-related technical initiatives.Track progress of technical tasks across COC, SysAdmin, Infrastructure, and Network/Security teams.Ensure timely delivery of customer requests and projects.Coordinate cross-team dependencies and timelines.Maintain project status updates and communicate with stakeholders.Identify risks and ensure mitigation plans are in place.3- Service Delivery OversightEnsure services are delivered according to SLAs and contracts.Coordinate with COC, SysAdmin, Infrastructure, and Network teams.Monitor service performance and customer experience.Address service gaps and improvement areas.4- Customer AdvocacyRepresent customer needs internally.Escalate customer-impacting issues to management.Ensure customer feedback is translated into service improvements.5- Reporting and KPIsTrack customer satisfaction (CSAT).Monitor SLA compliance.Track customer retention and churn rate.Track project delivery timelines and success rate.Provide regular reports to management.6- Incident and Escalation ManagementAct as customer-facing lead during major incidents.Ensure clear and timely communication with customers.Coordinate with technical teams for resolution updates.7- CollaborationWork closely with Cloud Operations Center (COC).Coordinate with System Administration and Infrastructure teams.Collaborate with Network and Security teams.Support Sales and Pre-Sales teams.Qualifications & Experience1- EducationBachelor’s degree in Computer Science, Information Security, or related field.2- Experience7–10 years of experience in customer success or service delivery.2–3 years in a leadership role.Experience in Cloud or Managed Services companies.Experience coordinating technical projects is a strong advantage.3- Technical SkillsStrong communication and relationship management skills.Understanding of cloud services (IaaS, PaaS).Experience in a managed services environment.Project coordination and task tracking skills.Problem-solving and customer handling skills.4- Leadership SkillsTeam leadership and mentoring.Stakeholder management.Conflict resolution.Strategic thinking.Project coordination leadership.