Senior Customer Success Manager (English/Spanish)

About the role

We are looking for a senior‑level Customer Success Manager to lead onboarding and ongoing relationship management for mid‑to‑large clients of our data‑driven loyalty SaaS platform. The role requires fluency in English and an additional language (Spanish or French) and a strong passion for technology and the food‑and‑beverage sector.

Key responsibilities

• Own the end‑to‑end onboarding of complex clients, acting as project manager to ensure a smooth implementation of loyalty programs.
• Maintain the long‑term relationship with assigned accounts, serving as the main point of contact after the sales hand‑over.
• Configure, test and maintain loyalty rules, rewards, campaigns and tiers in the platform to match customer business objectives.
• Proactively address issues by coordinating internal teams, escalating technical problems to support and informing managers when needed.
• Develop and execute success plans, monitor KPIs and identify upsell opportunities for additional features or higher‑tier plans.
• Mentor junior CSMs and handle escalations and retention calls.

Required profile

• Master’s degree or equivalent experience.
• 3‑5 years of experience in Customer Success, onboarding or account management, preferably in a SaaS or technology startup.
• Fluent English and strong proficiency in Spanish or French.
• Analytical, detail‑oriented and solution‑focused with proven ability to drive customer satisfaction and retention.
• Experience in the F&B or retail sector is a plus.

Required skills

• Configuring SaaS loyalty platforms and setting up loyalty programs.
• Using CRM systems and marketing automation tools.

What we offer

• Competitive salary paid in AED.
• Tier 1 medical insurance for employee and dependents with worldwide coverage.
• 25 days of annual leave and a positive, energetic work environment.
• Global career progression, wellbeing initiatives and regular social events.
• Office with views of JLT park, lake and Dubai Marina.