Customer Success Manager

Ankabut; Abu Dhabi; On-site; AED 223,000 - 446,000; Full time

Job summary

Ankabut is seeking an experienced Customer Success Manager to join our Operations Department and lead the development of our Customer Success function. The role focuses on strengthening customer relationships, driving value realization, adoption, and ensuring high-quality experiences across Ankabut’s client base.

You will own the customer journey, monitor health metrics, and work with Sales, Delivery, Finance, and other teams to retain and expand our customer base, including upsell

Qualifications

• Bachelor’s degree in Business Administration, Customer Relationship Management, or a related field.
• 7+ years of relevant experience for expatriate candidates and 5+ years for UAE Nationals.
• Proven experience in Customer Success, Account Management, or client-facing roles.
• Experience within managed IT services, technology solutions, or enterprise software environments.
• Strong relationship management and stakeholder engagement skills, with the ability to manage complex accounts and multiple stakeholders.
• Experience with customer health scoring, CSAT/NPS, value realization, retention, renewals, and expansion.
• Strong commercial acumen with the ability to identify and support revenue opportunities.
• Data-driven mindset with experience in ITSM frameworks and relevant KPIs.
• Strong cross-functional collaboration and communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Relevant certifications in Customer Success Management, ITIL, or Account Management will be considered an advantage.

Responsibilities

• Develop and implement the Customer Success strategy, frameworks, and best practices.
• Own the overall customer experience and drive customer value realization.
• Monitor customer health, adoption, CSAT/NPS, retention, and relevant KPIs.
• Conduct regular service reviews and proactively identify customer risks and opportunities.
• Drive customer adoption, retention, renewals, and account development.
• Identify and support upselling and expansion opportunities.
• Manage customer escalations and ensure timely and effective resolution.
• Build and maintain strong relationships with clients and key stakeholders.
• Collaborate closely with Sales, Service Delivery, Finance, Operations, GRC, and Project Delivery teams.
• Support the development and growth of the Customer Success function.

Skills

Customer Success

Account Management

Stakeholder Management

Data-driven

Cross-functional Collaboration

Education

Bachelor’s degree in Business Administration

Related field degree

Job description

We Are Hiring | Customer Success Manager

Ankabut is seeking an experienced Customer Success Manager to join our Operations Department and lead the development of our Customer Success function.

The role will focus on strengthening customer relationships, driving value realization and adoption, supporting retention and renewals, and ensuring a consistent and high-quality customer experience across Ankabut’s client base.

Key Responsibilities

• Develop and implement the Customer Success strategy, frameworks, and best practices.


• Own the overall customer experience and drive customer value realization.


• Monitor customer health, adoption, CSAT/NPS, retention, and relevant KPIs.


• Conduct regular service reviews and proactively identify customer risks and opportunities.


• Drive customer adoption, retention, renewals, and account development.


• Identify and support upselling and expansion opportunities.


• Manage customer escalations and ensure timely and effective resolution.


• Build and maintain strong relationships with clients and key stakeholders.


• Collaborate closely with Sales, Service Delivery, Finance, Operations, GRC, and Project Delivery teams.


• Support the development and growth of the Customer Success function.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Customer Relationship Management, or a related field.


• 7+ years of relevant experience for expatriate candidates and 5+ years for UAE Nationals.


• Proven experience in Customer Success, Account Management, or client-facing roles.


• Experience within managed IT services, technology solutions, or enterprise software environments.


• Strong relationship management and stakeholder engagement skills, with the ability to manage complex accounts and multiple stakeholders.


• Experience with customer health scoring, CSAT/NPS, value realization, retention, renewals, and expansion.


• Strong commercial acumen with the ability to identify and support revenue opportunities.


• Data-driven mindset with experience in ITSM frameworks and relevant KPIs.


• Strong cross-functional collaboration and communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.


• Relevant certifications in Customer Success Management, ITIL, or Account Management will be considered an advantage.

Reporting to: Chief Operating Officer (COO)