Customer Success Manager

About the Role

SetupFX invites applications for a full-time Customer Success Manager based in Dubai, UAE. The successful candidate will act as the main liaison between customers and internal teams, dedicated to fostering robust client relationships and ensuring superior communication throughout the project lifecycle. The role focuses on customer satisfaction and retention by coordinating service delivery effectively.

Key Responsibilities

• Act as the main contact for designated clients.
• Develop and sustain enduring client partnerships.
• Comprehend client goals and collaborate with internal teams to ensure successful project execution.
• Maintain clear communication between clients and cross-functional groups, aligning expectations.
• Organize and lead client meetings, prepare agendas, document Minutes of Meeting, and address follow-up tasks.
• Track project timelines, milestones, and deliverables; update clients regularly on progress.
• Proactively address client issues, risks, and challenges to maintain a smooth experience.
• Assist clients during onboarding and ensure smooth progression from initiation to completion.
• Keep detailed records of client communications, project updates, and action items utilizing CRM and project management software.
• Generate weekly and monthly status reports communicating project progress to clients and internal stakeholders.
• Collaborate with departments to enhance service quality, operational productivity, and client satisfaction.
• Identify opportunities to deepen client relations and promote sustainable account growth.

Qualifications and Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, Healthcare Management, or related discipline.
• 2 to 5 years' experience in customer success, client servicing, account management, project coordination, or similar client-facing roles.
• Highly proficient in verbal and written English communication.
• Strong skills in interpersonal relations, stakeholder management, and relationship development.
• Excellent organizational capabilities and multitasking aptitude to handle multiple accounts simultaneously.
• Detail-oriented with superior problem-solving skills.
• Experience with CRM systems and project management tools is advantageous.
• Ability to thrive in a fast-paced environment managing competing priorities.

Preferred Expertise

• Prior experience in projects or service delivery related to healthcare clients.
• Knowledge of digital marketing, branding, or client servicing sectors is beneficial.
• Experience working with international clientele and cross-functional teams.
• Proficient skills in professional presentations and facilitating meetings.

If you are enthusiastic about cultivating meaningful client relationships, delivering outstanding customer experiences, and fostering enduring client success, we welcome your application.