Customer Success Manager

Required Skills

Requires 2-3+ years in customer success, account management, or client-facing roles with experience in Salesforce or HubSpot, and familiarity with customer success platforms. Strong presentation skills for QBRs, demos, and client reviews are essential, as is a proven ability to manage accounts and drive renewals. Preferable experience includes 3-5 years with revenue targets in SaaS, B2B tech, or professional services, and familiarity with NPS/CSAT and customer health scoring.

Job description / Role Job Type Full Time Job Location Abu Dhabi, UAE Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Finance, Business Analysis & Consulting Company Industry Software & Internet Services About the role We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect plus grow revenue. This is not a support-only role. You will: Manage a portfolio of accounts Drive onboarding and adoption Identify risks early and prevent churn Own renewals and expansion opportunities If you think in terms of retention, expansion, and client value — this role is built for you. What you’ll own 1. Onboarding & product adoption Lead onboarding and define success criteria Configure accounts and deliver training Ensure smooth implementation Track early adoption and close gaps 2. Account & relationship management Manage 20–40 client accounts Act as the primary point of contact Build strong relationships with stakeholders Conduct regular check-ins and strategic calls 3. Proactive client engagement Monitor usage via Gainsight, ChurnZero, Totango Identify at-risk accounts early Execute re-engagement playbooks Deliver Quarterly Business Reviews (QBRs) aligned with ROI 4. Support coordination & escalation Triage client issues and escalate internally Work with product/technical teams for resolution Ensure issues are fully resolved and clients are satisfied 5. Revenue growth & retention Identify upsell and cross-sell opportunities Collaborate with sales teams on expansion Own renewal pipeline and timelines Prepare contracts and ensure smooth renewals 6. Reporting & feedback loop Track and report client health, usage metrics, renewal status Capture client feedback and share with product teams Improve overall customer experience What makes you a strong fit You think in revenue (retention plus expansion), not just support You’re a strong communicator with executive presence You balance client advocacy and business outcomes You’re proactive — not reactive You can manage multiple accounts without dropping the ball Must-have requirements 2–3+ years in customer success, account management, or client-facing roles Experience with Salesforce or HubSpot Experience with customer success platforms (e.g., Gainsight, ChurnZero, Totango) Strong presentation skills (QBRs, demos, client reviews) Proven ability to manage accounts and drive renewals Nice to have 3–5 years CSM/AM experience with revenue targets SaaS, B2B tech, or professional services background Familiarity with NPS / CSAT and customer health scoring Experience creating playbooks, client decks, and case studies What a typical day looks like Review dashboards for at-risk accounts and growth opportunities Conduct client calls (onboarding, check-ins, QBRs) Coordinate internally with support, product, and sales teams Track renewals and expansion opportunities Update CRM and health scores Prepare insights and recommendations In short: you ensure customers see value, stay, and grow. Key metrics (KPIs) Net Revenue Retention (NRR) ? 100% Renewal rate 90–95% Expansion / upsell revenue Client health score improvement NPS / CSAT performance Why this role stands out Direct ownership of revenue retention and growth High-impact role across product, sales, and customer experience Strong exposure to client strategy and decision-making Opportunity to build long-term client relationships Remote flexibility with structured expectations Interview process Initial phone screen Video interview Practical task (QBR / account strategy scenario) Client interview Offer and background verification Apply now If you’re someone who builds strong client relationships, thinks in retention and expansion, and drives outcomes, not just activity, this role is a strong fit. Apply Now