CSM/Account Manager

Thomson Reuters; United Arab Emirates; Hybrid; AED 293,000 - 368,000; Full time

Job summary

A global leader in legal solutions is seeking a Customer Success Manager based in Dubai to manage existing accounts throughout the MENA region. This role is vital for driving customer retention, building relationships with C-level executives, and ensuring client satisfaction. Candidates should have a strong background in account management, be fluent in Arabic and English, and possess exceptional negotiation skills. The position offers a hybrid work model, focusing on maintaining long-term customer relationships and strategic business growth.

Benefits

Hybrid Work Model

Career Development and Growth

Industry Competitive Benefits

Flexibility & Work-Life Balance

Social Impact Opportunities

Qualifications

• Proven experience in Customer Success and account management across MENA markets.
• Strong track record in legal/regulatory/SaaS sectors with deep understanding of client workflows.
• Exceptional relationship-building and negotiation skills at executive level.
• Problem solving skills and ability to understand, articulate, structure and solve client needs.

Responsibilities

• Drive retention and expansion strategies for existing accounts.
• Build and maintain trusted relationships with C-level executives.
• Advocate for clients internally and ensure high satisfaction.
• Maintain accurate pipeline and performance reporting in Salesforce.

Skills

Customer Success

Account Management

Fluency in English

Fluency in Arabic

Negotiation skills

Collaboration skills

Job description

Account Manager / Customer Success Manager – MENA

Native Arabic speaker and English fluency essential

Location: Dubai
Company: Thomson Reuters

Thomson Reuters is the global market leader in content, AI and software solutions. We empower legal & Tax professionals within law firms, corporates, governments, and academic institutions with intelligent data and software solutions that help in making confident decisions and reinventing the way they do their work. Thomson Reuters is looking for a Customer Success Manager

MENA region based in Dubai to cover legal content and AI solutions.

Role Purpose: Protect and grow the existing book of business while building strong, long-term relationships to support clients across MENA. Ensure customer success by delivering value through Thomson Reuters’ legal content and AI solutions.

Develops and executes account strategy collaborating with different internal teams to deliver a comprehensive product offering to meet overall customer needs. Develops key stakeholder communities both internal and external.

About The Role

• Drive retention and expansion strategies for existing accounts; identify upsell and cross-sell opportunities.
• Build and maintain trusted relationships with C-level executives and key stakeholders.
• Act as a strategic advisor on legal content and AI solutions to enhance client workflows and efficiency.
• Collaborate internally to deliver comprehensive solutions and ensure client success.
• Maintain accurate pipeline and performance reporting in Salesforce; leverage insights for proactive engagement.
• Advocate for clients internally and ensure high satisfaction and adoption of solutions.
• Act as an expert for legal content/AI solutions and advise clients to improve work efficiency.
• Maintain deep knowledge of the designated accounts/territory and the clients’ workflow and challenges.
• Strategically develops, executes, and maintains a growth-centric business plan and own overall strategy for revenue growth.
• Develops strong, high level, contact network within the designated territory including C and E level executives and department heads.
• Establishes strong, long‑term customer relationships and identifies new business opportunities and maintains relationships with key decision makers.
• Applies knowledge of business and its constituent workflows to conceive and position value‑added solutions to promote sales and revenue growth.
• Maintain accurate pipeline on salesforce for forecast and reporting purposes.

About You

• Proven experience in Customer Success and account management across MENA markets.
• Strong track record in legal/regulatory/SaaS sectors with deep understanding of client workflows.
• Exceptional relationship‑building and negotiation skills at executive level.
• Fluency in English and Arabic; strong communication and presentation skills.
• Self‑starter with ability to drive results under limited supervision.
• Maintains up to date product knowledge on all products and solutions.
• Strong understanding of customers and their business model and workflows.
• Strong relationship building skills and experience in establishing C level relationship.
• Proven commercial experience in a customer facing environment required.
• Problem solving skills and ability to understand, articulate, structure and solve client needs.
• Presentation and communication skills: ability to deliver presentations and communicate at all levels within an organization.
• Strong collaboration skills & strong interpersonal skills.
• A desire to compete and win business in a team setting.
• Wide contact network across MENA region would be an advantage

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work‑Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work‑life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions. Our Grow My Way programming and skills‑first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI‑enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real‑World Impact:We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug‑free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com.