Customer Success Associate

Zopreneurs; Dubai; On-site; AED 80,000 - 120,000; Full time

Job summary

A technology solutions company in Dubai seeks a Customer Success Associate to manage client relationships and ensure project success. The candidate will handle communication with clients, oversee dual roles in client servicing, and assist in project scope definition. Responsibilities include conducting User Acceptance Testing, maintaining records, and leading a small team. Expertise in business process mapping and understanding business applications are essential for this full-time position.

Qualifications

• Experience in business process mapping is essential.
• Strong skills in project scoping and requirements gathering are necessary.
• Familiarity with business applications like CRM and analytics tools is required.

Responsibilities

• Manage Active & Passive Clients effectively.
• Liaise with the technical team for project updates.
• Communicate daily with clients about product implementation progress.
• Maintain client records and communications meticulously.
• Conduct User Acceptance Testing (UAT) post-implementation.
• Perform monthly visits to clients and handle support requests.

Job description

Zopreneurs for Software Solutions | Full time

Customer Success Associate

Dubai, United Arab Emirates | Posted on 03/03/2026

CustomerSuccess Associate / Customer Success Manager

ReportingTo: Head of Operations

Job Description

• The Customer Success Associate will be responsible for managing Active & Passive Clients.
• They will also be assuming the dual role of Client Servicing Manager.
• Will be involved in the scope of work definition process for every new project.
• Liaising with the technical team to get updates on the progress of the product implementation.
• Maintaining a detailed and accurate record of all client details and communications.
• Communicating with the client on a daily basis regarding the progress of the implementation of the product.
• Follow up with every stakeholder to ensure that the project is delivered on time.
• Be the client representative and liaise with the technical team to ensure the client gets the best value out of the product.
• Ensuring to respond to client queries in a professional and timely manner.
• Providing clients with relevant information on the products and services offered by the company.
• Train the client on the product during handover as well as support the client once the product has been handed over.
• Responsible for User Acceptance Testing (UAT), after product implementation has been completed.
• Payment milestone follow-ups.
• Performing on-site visits to the client.
• Maintaining long‑lasting business relationships with clients.
• Visit the clients once a month.
• Maintain constant communication with the client and resolve client queries & issues which will help in developing new business & scope of work.
• Handle Support Requests in a timely manner.
• Perform Case‑Studies.
• Manage the Client Servicing Associates (team of 3 including themselves).
• Assigning projects and tasks to Client Servicing Associates based on respective bandwidth and timeline.
• Review the performance of Client Servicing Associates (Job Scorecard, Task‑list, Tasks) through regular touch points.
• Handle client escalations, ensuring relevant actions are done in a timeline manner.
• Lead regular meetings to discuss project progress, and support the team.
• Review current processes and implement new SOPs.
• Participate in leader’s meetings and provide relevant feedback on team decisions.

Requirements

• Business process mapping
• Project scoping & requirements gathering
• Understanding of Business Applications and their functions (CRM, Books, Campaigns, Analytics, etc)