🗓️ Working Days and Hours: Monday to Friday, 9 AM – 6 PM (UK Hours); Potential for Flexible Hours📍 Location: Remote/Online💷 Salary Range: Attractive, Top-of-Market Salary (paid in GBP/USD)Palm Outsourcing helps international companies find talent in Egypt.Please note, we will only be considering excellent applicants with solid demonstrable experience. If you do not have clear and evidenced experience, you will be immediately rejected, so please do not apply.Contrastingly if you feel you are a right fit relative to the requirements below, please proceed.Opportunity OverviewOur client relies on strong onboarding, adoption, and retention to drive long-term growth. This role presents a strong opportunity to own customer outcomes across the lifecycle and turn customer insight into measurable improvements in satisfaction and retention.Role DescriptionWe're looking for a Customer Success professional to join our client's team. If you're structured, people-first, and comfortable owning customer relationships end-to-end, this could be the opportunity for you.You'll play a crucial role in onboarding new customers, running ongoing success check-ins, identifying risk early, and coordinating internal teams to resolve issues and improve the customer experience.Key ResponsibilitiesOnboarding and activation – Lead onboarding, training, and early adoption to drive time-to-value.Relationship management – Run regular check-ins, manage expectations, and build trusted partnerships.Customer health monitoring – Track usage, sentiment, and KPIs to identify risk and prevent churn.Issue resolution – Coordinate with internal teams to resolve escalations and unblock customers quickly.Renewals and expansion support – Identify growth signals and support renewal and upsell conversations with clear ROI.Feedback loop – Capture customer insights and translate them into actionable product and process improvements.Documentation and process – Maintain clear notes, SOPs, and playbooks to keep delivery consistent.Minimum Qualifications2+ years experience in Customer Success, Account Management, or customer-facing operations.Excellent written and spoken English with strong stakeholder management.Strong organisation and follow-up skills; comfortable running structured workflows.Data literacy: able to use dashboards/CRM notes and basic reporting to prioritise work.Calm, structured problem-solver who can manage escalations professionally.Bonus QualificationsExperience in SaaS or subscription environments with retention and renewal metrics.Experience with CRM tools (HubSpot, Salesforce) and customer success platforms.Experience improving SOPs, escalation paths, and service standards.Company BenefitsTop-of-the-market pay.Remote working.Potential for flexible hours.Typically, we work with our own laptops, but if you need any extra gadgets to do your best work, we've got you covered.Becoming a part of Palm Outsourcing, where your performance is rewarded in long-term job security and continued growth opportunities.Thank you for taking the time to apply, we look forward to reviewing your application.