Customer Success Executive Full Time NEW

Cargoz is hiring a Customer Success Executive to drive product adoption, engagement, and workflow reliability across our digital platform. This is a Product Operations + Customer Success role focused on owning end-to-end customer journeys, improving product usage, and ensuring workflows deliver consistent value. You will act as the bridge between customers, product, and operations, translating real user behavior into actionable product and process improvements.

Key Responsibilities

• Conduct regular 1:1 customer conversations to understand real user behavior and needs
• Capture qualitative insights beyond dashboards (pain points, feedback, workarounds, expectations)
• Own user activation, onboarding success, and progression through key workflows
• Identify, analyze, and resolve user drop-offs and friction points in customer journeys
• Track product adoption, engagement trends, and feature usage across workflows
• Monitor end-to-end workflow health, reliability, and performance issues
• Detect, troubleshoot, and escalate bugs, UX issues, and integration failures

What We’re Looking For

• 3–5 years in Customer Success, Product Operations, Product Analytics, or similar roles
• Experience in SaaS, marketplace, logistics tech, or digital-first environments
• Proven ability to improve product adoption, engagement, and retention outcomes
• Strong proficiency with dashboards, CRM tools, and basic SQL understanding
• Analytical and structured thinking with the ability to work across systems and workflows
• Strong communication skills (written and verbal English required)
• Ability to convert data and feedback into clear insights and recommendations

Nice to Have

• Experience in logistics, warehousing, supply chain, or B2B marketplaces
• Familiarity with WhatsApp Business API and customer communication tools
• Experience with ERP systems like Odoo or similar platforms
• Understanding of workflow design, process improvement, or service operations
• Exposure to tools like Hotjar, FullStory, Gong, or similar analytics tools
• Knowledge of customer journey mapping and automation/workflow tools
• Basic understanding of APIs, integrations, and system flows
• Arabic language skills