Customer Experience Manager

Track24; Dubai; On-site; AED 214,000 - 301,000; Full time

Job summary

A tech company in Dubai seeks a Customer Experience Manager to lead customer success initiatives during a crucial growth phase. You will manage strategic customer relationships, mentor a team, and shape scalable customer success processes. The role demands experience in B2B SaaS with a proven track record in managing high-value portfolios. Competitive salary and commission included.

Benefits

Competitive base salary

Commission

Comprehensive travel expenses

Autonomy in the role

AI transformation journey

Qualifications

• Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.
• Track record managing portfolios worth £500K+ ARR in scaling environments.

Responsibilities

• Build and mentor a high-performing team for customer success.
• Manage strategic customer relationships and identify expansion opportunities.
• Own the complete renewal cycle targeting 95%+ renewal rates.

Skills

Customer relationships building

Data analysis

Problem-solving

Education

Bachelor's degree in Business, Marketing or related field

Job description

Overview

Build Something Extraordinary

Are you ready to lead customer success at one of the most exciting moments in a company's growth? At Track24 and through AtasNXT, we're transforming how organisations fulfil their duty of care. As our Customer Experience Manager, you'll own the complete customer journey during a pivotal scaling phase, combining strategic vision with hands-on impact.

Why This Role is Different

• Build, Don't Just Manage: Shape our customer success function from its foundations - designing scalable processes, driving team culture, and creating frameworks for rapid expansion. You'll architect the future, not maintain the status quo.

• Strategic + Hands-On: Lead a growing team (currently 2 reports) while personally stewarding our most strategic accounts. Present to C-suite clients one day, solve complex challenges the next. You'll have real variety and genuine impact.

• Voice at the Table: Your insights will directly influence product development and business strategy. Join us at the sweet spot—established enough to have momentum, early enough for you to make your mark.

What You'll Do

• Build and mentor a high-performing team, establishing the processes and culture that will define our customer success function.

• Personally manage strategic customer relationships, conducting business reviews and identifying expansion opportunities.

• Own the complete renewal cycle—from planning through negotiation to completion—targeting 95%+ renewal rates.

• Develop relationships with key technology and channel partners, creating joint initiatives that amplify customer success.

• Champion AI transformation initiatives, implementing health scoring systems and digitising onboarding processes.

• Translate customer insights into actionable strategies that shape our product roadmap.

Requirements

What You Bring

• Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.

• Track record managing portfolios worth £500K+ ARR in scaling environments.

Skills: You're equally comfortable presenting to executives and mentoring team members. You see patterns in data, build genuine customer relationships, and thrive in the controlled chaos of growth. You're resilient, strategic, and energised by solving complex problems.

Education: Bachelor's degree in Business, Marketing or related field required.

Benefits

What’s In It For You

• Financial: Competitive base salary + commission + comprehensive travel expenses

• Impact: Your fingerprints on everything we build at a critical inflection point

• Variety: Travel to customer and partner sites (up to 25%)—including international destinations

• Autonomy: Own your domain with the resources and trust to execute your vision

• Growth: Be part of an AI transformation journey

Ready to Make Your Mark?

If you're excited by building something meaningful and creating customer experiences that set the standard, we want to hear from you. This isn't just another customer success role - it's an opportunity to define what exceptional looks like.

Track24/AtlasNXT is committed to building diverse teams and creating an inclusive workplace.

Please note: We are not accepting applications via recruitment agencies for this role.