Customer Success Manager, MEA

Customer Success Manager, Middle East and Africa (Arabic and English)

About Knowmax

Knowmax is an AI knowledge management platform built for enterprise contact centers. We help customer service teams across enterprises give agents and customers the right guidance at the moment it is needed, through decision trees, visual guides, AI search and an agent learning layer. Knowmax is part of KocharTech, a 25-year-old technology group, and serves enterprises across North America, the GCC, Southeast Asia and APAC.

Our view is simple: governed knowledge is the foundation that makes AI in customer service work. We are looking for someone who understands contact centers in the Middle East and Africa to help prospects see that, and help customers prove it.

About the role

This is a customer-facing role across the full lifecycle, covering the Middle East and Africa. You will run demos and proofs of concept with prospects alongside our sales team, then own those accounts after they sign, from onboarding through renewal and expansion. You will work with heads of CX, operations, quality and training, as well as their IT teams, and act as the voice of the region inside Knowmax.

What you will do

• Run tailored product demos for contact center leaders, in Arabic and English
• Scope and run proofs of concept, with clear success criteria agreed with the customer upfront
• Work with sales to shape solutions around each prospect's channels, processes and systems, and support RFP responses for the region
• Answer functional and technical questions from business and IT teams during evaluations
• Lead onboarding and adoption with our implementation team, from knowledge structure and content migration to agent rollout
• Tie Knowmax usage to the metrics customers care about, such as handling time, first contact resolution, CSAT, quality scores and new-agent ramp time
• Run business reviews with senior stakeholders, track account health, and act early when something is off
• Find and develop expansion opportunities across new lines of business, sites and modules
• Bring regional requirements back to product, including Arabic content, right-to-left experience and local compliance needs
• Help build the playbooks we will use to grow in the region

What you bring

• 3 to 7 years in customer success, presales or account management, ideally in Enterprise Software or CX technology
• Real contact center experience, either working inside one (operations, quality, training, WFM) or implementing technology into them
• Experience running product demos or POCs for enterprise buyers, and the confidence to handle a room of business and technical stakeholders
• Native or fluent Arabic and professional fluency in English, written and spoken
• A working understanding of how enterprises across the GCC, Egypt and wider Africa buy, decide and build relationships
• Experience managing enterprise accounts with multiple stakeholders, including renewals
• Clear, structured communication and comfort working with data
• Based in Cairo and willing to travel across the region & India.

Strong plus: technical depth

• Experience with CCaaS, CRM or knowledge platforms such as Genesys, Cisco Webex Contact Center, Avaya, NICE, Salesforce Service Cloud, Microsoft Dynamics or Zendesk
• Comfort discussing APIs, SSO, integrations and data security with customer IT teams
• Familiarity with AI in customer service, such as agent assist, chatbots or generative answers
• Experience designing SOPs, process flows or decision trees
• Exposure to telecom, banking or BPO customers in the region
• French, for North and West African accounts

What success looks like

In your first 90 days, you know our product well enough to demo it without support, you know every account in your portfolio, and you are part of active deals in the region. Within your first year, your POCs convert, your customers can point to measurable improvements from Knowmax, renewals are secure, and you have opened new expansion paths across MEA.

Why Knowmax

You will work across the full customer journey, from first demo to renewal, with direct access to leadership. You will help shape how Knowmax grows in the Middle East and Africa, working with large enterprises on problems that matter to their customers every day.