Customer Success Manager

Role Overview

This position is a full-time Customer Success Manager role based in Abu Dhabi, with a hybrid work arrangement that allows part of the schedule to be completed from home. The main focus of the role is to manage a client portfolio and help customers get value from the product or service through onboarding, adoption, and sustained engagement.

Key Accountabilities

• Guide clients through onboarding and early-stage implementation so they can start using the offering effectively.
• Encourage product adoption and consistent usage while supporting customers in achieving clear, measurable outcomes.
• Hold regular review conversations with clients to understand progress, needs, and potential concerns.
• Track account health indicators to spot risks, growth opportunities, and areas that may require intervention.
• Work with internal teams to resolve customer issues quickly and maintain a smooth experience.
• Collect and manage customer feedback and use it to improve service quality and satisfaction.
• Prepare account and performance updates for internal review and planning.
• Support contract renewals and expansion opportunities by maintaining strong client relationships.
• Contribute to ongoing improvement of customer success workflows and practices.
• Partner with sales, product, and support teams to deliver a consistent customer journey.

Qualifications

The ideal candidate should bring a strong background in customer service and client satisfaction, with the ability to provide prompt and high-quality guidance. Experience in retaining customers and building lasting relationships is important, especially in managing key accounts and long-term partnerships.

Applicants should also have good analytical ability to review customer information, identify patterns, and recommend practical next steps. Strong communication and interpersonal skills are required, including the ability to share findings clearly and work through negotiations with different stakeholders.

Prior experience in a customer-facing position such as Customer Success, Account Management, or Client Services is preferred, ideally in a B2B setting. The role also requires comfort working in a hybrid model, balancing independent priorities with collaboration across on-site and remote colleagues.

Familiarity with CRM platforms and customer success software is expected, along with working knowledge of MS Office or similar productivity tools. A bachelor’s degree in Business, Marketing, Communications, or a related discipline is preferred, though equivalent relevant experience may also be considered. English fluency is required, and knowledge of additional languages would be an advantage.

Additional Information

This role is offered as a hybrid position in Abu Dhabi. No salary, stipend, number of openings, or start date was specified in the source information.