Customer Success Manager

Required Skills

The ideal candidate will have 2-3+ years of experience in customer success, account management, or client-facing roles, with experience using CRM platforms like Salesforce or HubSpot and CS platforms such as Gainsight, ChurnZero, or Totango. Strong presentation skills and a proven ability to manage accounts and drive renewals are essential. Preferred qualifications include 3-5 years of CSM/AM experience with revenue targets, a background 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 Dubai, 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 + 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 + expansion), not just support You’re a strong communicator with executive presence You balance: Client advocacy 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 Client-facing roles Experience with: Salesforce or HubSpot CS platforms (e.g., Gainsight, ChurnZero, Totango) Strong presentation skills (QBRs, demos, client reviews) Proven ability to: Manage accounts 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 Customer health scoring Experience creating: Playbooks Client decks Case studies What a typical day looks like Review dashboards for: At-risk accounts Growth opportunities Conduct client calls (onboarding, check-ins, QBRs) Coordinate internally with: Support Product Sales 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 + 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 & background verification Apply now If you’re someone who: Builds strong client relationships Thinks in retention and expansion Drives outcomes, not just activity This role is a strong fit. Apply Now