Customer Success & Account Manager

Tanqeeb; Dubai; On-site; AED 223,000 - 402,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonus

Career growth opportunities

Collaborative team

Job summary

Dtech Software Technology is seeking a Customer Success & Account Manager in the UAE to manage 10–15 enterprise customers, ensuring successful outcomes and ongoing relationships. You will coordinate with internal teams and monitor project progress, with focus on customer satisfaction and retention.

Responsibilities include managing contractual communications, coordinating with Sales, Finance, and Legal, and driving upsell opportunities within accounts.

Qualifications

• Minimum 3 years in Customer Success, Account Management, Project Coordination, or B2B client management.
• Experience in a software, SaaS, or technology company is highly preferred.
• Excellent written and spoken English.
• Strong communication and presentation skills.
• Ability to manage multiple customers and projects simultaneously.

Responsibilities

• Act as the primary relationship owner for assigned customers.
• Build trusted relationships with key customer stakeholders.
• Schedule and conduct regular customer meetings.
• Coordinate internal teams to ensure issues are resolved promptly.
• Help customers maximize value from our software solutions.
• Reduce customer churn through proactive relationship management.

Skills

English proficiency

Communication skills

Time management

Relationship management

Education

Bachelor’s degree in Business/IT/Engineering

Tools

CRM platforms (HubSpot/Salesforce/Zoho)

Project management tools (Jira/Asana/Trello)

Job description

Position Summary

As the Customer Success & Account Manager, you will manage a portfolio of approximately 10–15 enterprise customers.

You will serve as the primary point of contact throughout the customer lifecycle, ensuring projects progress smoothly, customer expectations are managed, commercial processes are completed efficiently, and long-term relationships continue to grow.

Although you will not directly perform technical support, software development, finance, or legal work, you will coordinate these functions internally and ensure that every customer receives timely communication and successful outcomes.

Your success will be measured by customer satisfaction, customer retention, project visibility, and the growth of existing customer accounts.

Key Responsibilities

Customer Relationship Management

• Act as the primary relationship owner for assigned customers.


• Build strong, trusted, and long-term relationships with key customer stakeholders.


• Schedule and conduct regular customer meetings.


• Understand each customer’s business objectives and challenges.


• Ensure customers always know the status of ongoing projects and requests.


• Maintain a high level of customer satisfaction.

Customer Success

• Proactively monitor customer health and engagement.


• Identify risks that could negatively affect customer satisfaction.


• Escalate critical issues internally before they become customer problems.


• Coordinate internal teams to ensure customer issues are resolved promptly.


• Help customers maximize the value they receive from our software solutions.


• Reduce customer churn through proactive relationship management.

Project Coordination

• Monitor the progress of implementation and software development projects.


• Coordinate with Development, QA, Support, and Product teams.


• Identify delays, risks, or blockers and elevate them to management.


• Keep customers informed about project milestones and timelines.


• Ensure agreed deliverables are completed successfully.

Commercial Coordination

Work closely with the Sales, Finance, and Legal teams to ensure smooth commercial operations.

Responsibilities include:

• Coordinating customer communication during contract execution.


• Preparing contract information and following up on the signature process.


• Coordinating purchase orders (POs) and customer documentation when required.


• Ensuring invoices reach the correct customer contacts.


• Following up with customer stakeholders regarding overdue payments in coordination with the Finance team.


• Supporting smooth customer onboarding after contract signing.

Note: This position is not responsible for preparing legal contracts or issuing invoices. Those responsibilities belong to the Legal and Finance departments.

Account Growth

• Identify upselling and cross-selling opportunities within existing accounts.


• Understand customers’ evolving business needs.


• Recommend additional products or services that create value.


• Work closely with the Sales team to convert opportunities into new business.

Customer Visits

• Conduct regular customer visits and business review meetings.


• Build executive-level relationships.


• Represent Dtech Software Technology professionally.


• Strengthen customer loyalty through proactive engagement.

Internal Coordination

Serve as the customer’s advocate inside the company by coordinating with:

• Sales


• Project Management


• Software Development


• Support


• QA


• Finance


• Legal

Ensure customer requests are routed to the appropriate teams and followed through to completion.

Reporting

Prepare weekly and monthly management reports including:

• Customer Health Status


• Customer Satisfaction


• Project Status


• Risks and Escalations


• Open Action Items


• Renewal Opportunities


• Upsell & Cross-sell Opportunities


• Outstanding Commercial Items


• Payment Follow-up Status


• Executive Summary and Recommendations

Qualifications

• Bachelor’s degree in Business, Information Technology, Engineering, or a related field.


• Minimum 3 years of experience in Customer Success, Account Management, Project Coordination, or B2B Client Management.


• Experience working in a software, SaaS, or technology company is highly preferred.


• Excellent written and spoken English.


• Strong communication and presentation skills.


• Excellent organizational and time management abilities.


• Ability to manage multiple customers and projects simultaneously.


• Comfortable communicating with both technical and business stakeholders.


• Strong problem-solving and relationship management skills.

Preferred Qualifications

• Experience with CRM platforms (HubSpot, Zoho CRM, Salesforce, etc.).


• Experience using project management tools (Jira, ClickUp, Monday.com, Asana, Trello, etc.).


• Experience managing enterprise or corporate customers.


• Arabic language skills are a plus.


• UAE driving license is an advantage.

What Success Looks Like

The successful candidate will:

• Build trusted relationships with customers.


• Ensure customers always feel informed and supported.


• Improve customer retention and satisfaction.


• Help projects stay on track through proactive coordination.


• Identify opportunities to grow existing customer accounts.


• Become the voice of the customer within the company.


• Provide management with clear visibility into customer health and business risks.

Why Join Dtech Software Technology?

At Dtech, you’ll have the opportunity to work directly with enterprise customers, influence customer success strategies, and play a key role in the company’s growth.

We offer:

• Competitive salary


• Performance-based bonus


• Career growth opportunities


• A collaborative and supportive team


• Exposure to enterprise software projects across multiple industries


• The opportunity to make a measurable impact on customer success and company growth