Client Success Lead
We’re hiring a Client Success Lead to join our internal team in NOK human capital and elevate client experience, retention, and revenue growth from our Zahraa El-Maadi HQ.
Job Summary:
As Client Success Lead, you will own client satisfaction and retention metrics, mentor a small team, and partner cross-functionally (Sales, Operations, Marketing) to ensure smooth onboarding, proactive account management, and continuous value delivery. You’ll monitor client health, resolve escalations, and identify upsell/cross-sell opportunities to drive portfolio growth.
Job Responsibilities:
* Lead and mentor the Client Success team to deliver exceptional client experiences.
* Build and sustain strong relationships with key accounts to drive loyalty and satisfaction.
* Oversee onboarding, ongoing engagement, and account health to maximize value delivery.
* Identify and execute upsell/cross-sell opportunities; expand client portfolios.
* Serve as the escalation point to ensure timely, effective issue resolution.
* Develop and present performance reports with KPI analysis and strategic recommendations.
* Collaborate with Sales, Operations, and Marketing to align goals and delivery.
* Monitor churn risk and implement proactive retention actions.
* Maintain competition checks and market awareness to inform strategy.
* Own CSAT and revenue growth metrics; maximize client retentention
Key Requirements:
* Education: Bachelor’s degree in Business, Marketing, or related field (Master’s is a plus).
* Experience: 5–7 years in B2B Client Success, Account Management, After-Sales, or Customer Experience; leadership skills are important (people management experience a plus).
* Industry Exposure (preferred): B2B services, SaaS, logistics, technology (fintech/edtech/healthtech), and B2B tech startups; exposure to hotels, BPO, FMCG, or logistics is highly valued.
* Tools: CRM/Ticketing systems (e.g., Freshworks, Zendesk, Zoho; Salesforce/HubSpot/Odoo/Pipedrive or similar).
* Skills: Client relationship management, portfolio growth (upsell/cross-sell), strategic account planning, reporting & analysis, problem-solving, conflict resolution.
* Languages: English (must); French (plus).
* Other: High tech-savvy, strong communication and negotiation, client-obsessed, proactive, results-driven.
Job Conditions:
* Location: NOK HC Head Office, Zahraa El-Maadi (Egypt)
* Work Mode: On-site
* Employment Type: Full time
* Days Off: 2 per week
* Working Hours: 8 hours/day; flexible schedule
* Start Date: ASAP
* Nationality: Egyptian (required)
Work Benefits:
* Medical Insurance
* Social Insurance
* Mobile: Company SIM + phone
* Transportation: Reimbursed for client meetings per company policy
- Department
- Commercial, Sales, and Business Development
- Role
- Customer Success / Client Relations
- Locations
- NOK HC - HO
About NOK Human Capital
An Egyptian S.A.E. company, founded in 2018 with a clear vision to redefine benchmarks for the Human Resources Outsourcing industry by providing full-fledged HR Services to support companies offloading multiple processes and technologies, such as benefits and payroll, and focus more on its core business operations. We believe that human capital is a vital asset of any successful company, and a proper investment in this asset ensures achieving business objectives and accelerates the organization’s development and growth. As a part of the leading “NOX Holding” group, we are utilizing the group’s strong portfolios & networks in IT “HW & SW”, logistics, distribution, courier & shipping, in addition to financial & facilities management which give us an edge with our tailored solutions that makes our solutions easier, faster, effective and cost efficient to our partners.
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