Customer Success Manager

About the role

The company seeks a commercially driven Customer Success Manager to lead an existing customer‑facing team in Dubai. You will improve client experience, protect revenue, and boost performance across an established client base in a fast‑paced, target‑led environment.

Key responsibilities

• Lead, coach, and develop a customer‑facing team.
• Improve client retention, service quality, and outcomes.
• Manage escalations and complex client situations.
• Drive revenue from existing customers through process optimisation and relationship management.
• Monitor team performance against KPIs and targets.
• Use CRM, reporting, and data analysis to identify risks and opportunities.
• Collaborate closely with sales, operations, finance, and customer experience teams.
• Introduce energy, urgency, structure, and innovative ideas into the function.

Required profile

• Experience in account management, customer success, relationship management, client retention, renewals, or revenue‑focused roles.
• Previous team‑lead or management experience.
• Strong commercial mindset with confidence in meeting targets.
• Ability to handle escalations and difficult client conversations.
• Good discipline in CRM usage, reporting, pipeline management, and forecasting.
• Excellent communication, coaching, and stakeholder management skills.
• Background in SaaS, telecoms, financial services, business services, or similar customer‑led environments is highly relevant.

Required skills