Customer Success Manager

About the role

Primary focus on customer success, account retention, and value realization; secondary focus on account expansion. Ensure enterprise clients continuously derive business value from the company, proactively identify churn signals, resolve service issues, drive account retention, and capture organic expansion opportunities.

Key responsibilities

• Onboarding & Success Planning: Validate customer business goals, contract commitments, key stakeholders, and technical usage plans.
• Retention & Value Realization: Conduct account reviews, analyze usage drops, coordinate technical optimization with SA/TAM, and lead churn intervention.
• Portfolio Segmentation: Categorize clients by revenue, technical complexity, risk levels, and engagement frequency.
• Renewals & Standard Account Expansion: Manage contract renewal cycles and drive expansion sales for assigned standard accounts within authorized limits.
• Incident Escalation & Alignment: Manage customer expectations during major technical incidents; track issue resolution internally.
• Operations & Billing Support: Coordinate with Operations on billings, collections, and billing dispute resolution.

Required profile

• Minimum degree in a relevant field.
• At least 3 years of experience in Customer Success, Account Management, or Post‑Sales Commercial Management in B2B tech.
• Industry background such as Cloud, Managed Service Provider (MSP), SaaS, Cybersecurity, or IT Infrastructure.
• Fluent working proficiency in English and Mandarin.
• Willing to relocate to Dubai, UAE for full‑time onsite work.