Customer Success Manager

Company Description FLOW Consortium oversees the operation and maintenance of Lines 3, 4, 5, and 6 of the Riyadh Metro, one of the largest and most advanced urban transit systems globally. Established through a strategic partnership between Hitachi, Alstom, and Ferrovie dello Stato Italiane, the consortium combines global rail expertise and proven delivery capabilities. FLOW operates in Riyadh, the capital of Saudi Arabia, supporting the city’s ambitious transformation under Vision 2030. The organization focuses on safe, reliable, and efficient metro services backed by strong coordination, disciplined execution, and high standards of governance. Through its work, FLOW contributes to a modern, connected, and sustainable urban mobility ecosystem for Riyadh’s future.
Role Description The Customer Success Manager role is a full-time remote position responsible for supporting customers across FLOW’s metro operations. This role involves managing ongoing relationships with key stakeholders, ensuring service satisfaction, and proactively addressing customer needs and concerns. The Customer Success Manager will monitor performance indicators, analyze customer feedback, and collaborate with internal teams to improve service quality and customer experience. Daily activities include conducting regular check-ins, preparing customer reports, coordinating issue resolution, and identifying opportunities to enhance retention and engagement. The position requires close partnership with operations, technical, and support teams to ensure that customer expectations are met and exceeded in a dynamic, high-capacity transit environment.
Qualifications
Customer Satisfaction and Customer Service skills to manage inquiries, resolve issues, and maintain a high level of service quality.
Customer Retention and Relationship Building skills to cultivate long-term partnerships and support ongoing engagement.
Analytical Skills to interpret customer data, identify trends, and recommend improvements to processes and service delivery.
Experience in customer success, account management, or a related field, preferably within transportation, infrastructure, or service-based industries.
Strong communication and collaboration abilities, with capacity to work effectively in cross-functional and multicultural teams.
Proactive problem-solving mindset, organizational skills, and the ability to manage multiple customer relationships remotely.
Bachelor’s degree in business, communications, engineering, or a related discipline, or equivalent practical experience.
Familiarity with CRM tools and customer success platforms; experience in metro or rail environments is an advantage.

Work arrangement
No