About the role
Velents builds AI products that real businesses run on, serving clients across the MENA region. We’re looking for a Senior Customer Success Manager who can sit at the intersection of people and AI: someone who keeps clients happy and retained, while being genuinely comfortable getting their hands into the technical side of how our products are configured, tuned, and deployed.
This is a fully remote role serving clients across MENA, so you’ll need to be self-directed, organized, and great at building trust over a screen.
What you’ll do• Own a portfolio of MENA clients end to end — drive adoption, retention, renewals, and expansion across the account lifecycle.
• Act as the trusted advisor for clients deploying AI agents and document-intelligence workflows, translating their business goals into the right configuration.
• Lead onboarding and ongoing enablement: configure and refine AI agents with clients, including writing and iterating on the prompts that power them.
• Monitor account health — usage, consumption, and quality metrics — and get ahead of risks before they become churn.
• Run business reviews, performance check-ins, and handle escalations with a calm, solutions-first attitude.
• Partner closely with product and engineering, carrying client feedback back into the roadmap.
• 4+ years in Customer Success or account management, ideally with SaaS products, at a level where you’ve owned senior or strategic accounts.
• Strong technical literacy — you’re comfortable with APIs, integrations, dashboards, and reading enough of the technical picture to be useful.
• A daily, hands-on AI tools user with a solid grasp of high-level AI concepts (LLMs, AI agents, what they can and can’t do).
• Genuinely good at writing and iterating on prompts — not just using AI, but shaping its behavior.
• A track record of driving retention, renewals, and expansion with measurable results.
• Excellent communication and the discipline to work effectively with clients fully remotely.
• Fluent Arabic and English (strongly preferred given the MENA client base).
• Experience with conversational or voice AI agents.
• Familiarity with the MENA SaaS landscape and regional client expectations.
• Comfort with CRM and CS tooling.
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