Who We Are, AstroLabs, the Gulf's Leading Business Expansion Platform

AstroLabs is the largest business expansion platform in Saudi Arabia, and the Gulf's leading platform for high-growth companies expanding into the Saudi and UAE markets. We work alongside government entities and private-sector partners to develop key sectors in the Kingdom, offering business setup, co-working, recruitment, and bespoke programs tailored to the industries we serve.

Over the last decade, we've enabled more than 1,500 global ventures to set up and grow in the Gulf, partnering with organizations including MCIT, Riyad Bank, the Royal Commission for AlUla, and Majid Al Futtaim to drive innovation across their sectors. We're the only platform that combines expertise in global venture sourcing, local company formation in collaboration with MISA, coworking soft-landing support, and bespoke program design, helping international companies integrate into the market end to end.

Our Professional Services team is where that promise is delivered, client by client. As clients grow with us, they need support on two fronts at once: setting up and maintaining their legal entity, and building and running their workforce. The binding constraint isn't capability, it's ownership: clients need one person who sees their full picture and makes sure every commitment lands. This role exists to be that person.

Your Mission, One Owner for Every Client

As the Portfolio Manager, your mission is to be the single point of contact for a portfolio of clients across both our Entity and People (HR, GRO & PRO) services. You own a clearly structured portfolio with defined priorities, segments, and service levels, and you protect and grow recurring client revenue through proactive portfolio health management, structured routines, and data-driven decisions. You coordinate closely with the Entity and People Delivery teams on execution, and with Commercial on growth targets.

This is not a coordination or ticket-handling role. You are accountable for the overall health of your portfolio: whether your clients are compliant, satisfied, renewing, and growing with us. When something goes wrong, raising the issue is the start of your job, not the end of it. You follow through until it is resolved and the root cause is addressed.

What You Own

• The end-to-end client relationship for Tier 2 and Tier 3 clients across Entity and People services

• Portfolio health: compliance position, risk, engagement, retention, and satisfaction

• Account plans, growth opportunities, and renewal and setup-milestone risk

• Prioritization of your portfolio's work and ownership of client escalations

Where You Partner

• Hands-on execution is delivered by Specialists in the Entity and People Delivery teams; the Delivery Leads remain accountable for delivery quality

• Final pricing and packaging decisions sit with Commercial; you recommend, they decide

• Capacity planning is led by the Delivery Leads and Traffic Manager, informed by your demand forecasts

• Commercial supports selectively on strategic growth conversations, while you remain the client owner

Your Operating Rhythm

• Daily: review and act on a live priority list ranked by urgency, SLA risk, and revenue impact

• Ahead of milestones: review People renewals and Entity milestones (CR, GM visa, handover) in advance and act on risks early

• Every 30/60/90 days: review each client's account plan, covering growth potential and planned touchpoints

• Quarterly: progress at least two upsell or cross-sell opportunities with Commercial and review escalation trends

Who You Are, A Client Owner Who Grows Accounts

You're a client-facing operator who has owned a multi-client portfolio in a professional or corporate services environment. You know how to keep clients compliant and satisfied, and you're just as comfortable spotting the next growth opportunity and taking it through to close.

You anticipate needs before clients raise them, you know the difference between what is urgent for a client and what is critical for the business, and you get work done through delivery teams who don't report to you.

What You'll Do, Key Responsibilities

Client & Portfolio Relationship Management

• Act as primary contact and end-to-end owner for Tier 2 and Tier 3 client relationships spanning Entity (incorporation and setup) and People (HR, GRO & PRO) services, ensuring clients are 100% compliant on the regulations covered by AstroLabs' scope of work

• Ensure high NPS and retention across the portfolio, addressing client needs proactively and anticipating requirements ahead of time

• Demonstrate transformative account management through exemplary delivery outcomes across both service lines

Compliance Management

• Monitor each client's full compliance position and stay up to date with regulatory changes affecting the portfolio

• Plan and review compliance execution based on automated compliance reporting

• Delegate hands-on compliance execution (e.g. government portal actions, document filing) to the relevant Specialist, who reports back any non-compliance flagged during execution

Portfolio Health & Growth

• Drive account planning and growth strategy for the portfolio, identifying and completing upsell and cross-sell opportunities end to end across Entity and People services

• Increase total revenue per client consistently over time, including on complex accounts that require value-added selling

• Build a structured account plan per client covering growth potential and planned touchpoints, reviewed on a 30/60/90-day cadence rather than treated as a one-time onboarding exercise

• Proactively manage renewal and setup-milestone risk, escalating risks and developing action plans

• Recommend commercial actions (upsell, cross-sell, package changes) based on client fit; final pricing and packaging decisions sit with Commercial

Delivery Coordination

• Coordinate with the Entity Delivery Lead's team (Setup Consultant, PRO, GRO) and the People Delivery Lead's team (People Service Line specialists) so that execution aligns with client needs and commitments

• Monitor delivery performance and SLA adherence for your accounts, providing portfolio visibility to the Head of Professional Services and escalating gaps to the relevant Delivery Lead

• Flag systemic delivery issues or recurring bottlenecks, and follow through to confirm corrective actions are actually implemented

Escalation & Risk Management

• Serve as the primary escalation point for clients in your portfolio, resolving complex queries, bottlenecks, delays, and conflicts promptly, whether they originate on the Entity or People side

• Assess the risk of each escalation, maintain a resolution plan, and keep the relevant Delivery Lead updated

• Identify recurring issue trends and translate them into process improvement recommendations

• Escalate early and effectively, ensuring leadership visibility while keeping ownership of the client relationship

Capacity Management & Prioritization

• Maintain a live priority list of client tasks ranked by urgency, SLA risk, and revenue impact, reviewed daily

• Forecast upcoming portfolio demand based on renewals, hiring, and terminations, flagging expected volume shifts to the relevant Delivery Lead or Traffic Manager

• Flag capacity constraints proactively, with a clear recommendation on what to defer, before they become delivery issues

Internal Alignment & Team Enablement

• Loop in relevant internal teams (Delivery specialists, Finance) before commitments are made to clients, not after

• Brief Specialists thoroughly before client-facing tasks: context, expected output, deadlines, and client sensitivities

• Share account updates on clients with open risks, and provide structured handover notes when accounts are reassigned or when going on leave

• Flag cross-functional dependencies and recurring knowledge gaps early

Commercial Alignment

• Align with the VP of Commercial on renewals, growth opportunities, and revenue targets, strengthening upsell discipline and forecast visibility

• Remain the main client owner throughout; Commercial supports selectively on strategic growth conversations

How Success Is Measured

The core mandate of this role is portfolio health, growth, and performance. Success is measured primarily by:

• Portfolio Health Score: overall health of your portfolio, combining compliance status, risk indicators, and client engagement

• Retention: 90%+ renewal rate on ongoing accounts, and strong conversion of Entity incorporation clients into ongoing engagements

• Client Satisfaction: NPS above 8.5 across the portfolio, with no recurring detractor patterns

• Revenue Growth: consistent MRR growth across the portfolio against agreed targets

• Growth Pipeline: at least 2 upsell or cross-sell opportunities progressed with Commercial each quarter

• Risk & Escalations: fewer than 2 material errors per quarter, and 100% of escalations logged and closed through the agreed path

Your Qualifications

• Bachelor's degree in Business, Law, HR, or a related field

• 4+ years of client-facing experience in a services or recurring-revenue business

• Experience owning a portfolio across more than one service line is a strong plus

• Familiarity with KSA labor law and Saudization requirements is a plus

• Arabic is a plus

Why Join AstroLabs?

Join the Gulf's leading business expansion platform in a role with real ownership: the trusted face of AstroLabs to every client in your portfolio, with deep exposure to Gulf regulation and market entry, and a team that invests in your growth toward your next role.