Customer Success Manager

Qashio Inc.; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Qashio Inc. is seeking a Customer Success Manager to own the end-to-end relationship with assigned customers in the UAE. You will lead onboarding, implementation and adoption, driving retention and satisfaction while collaborating with product, sales and support teams.

You will proactively identify opportunities, expand accounts, forecast needs, and ensure customers achieve their goals with Qashio’s FinTech solutions. Strong communication and project management skills are essential.

Qualifications

• 6+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
• Strong skills in verbal and written communications, strategic planning and project management.
• Demonstrated experience and a passion for FinTech, has a good understanding of accounting software and expense management systems.
• Experience using customer success software, CRM software, Microsoft Office and Google Workspace suites.
• A bachelor’s or postgraduate degree in business or related fields would be a plus.
• Relationship management skills and a can-do attitude when presented with challenges.

Responsibilities

• Own the entire relationship with assigned customers from onboarding to retention.
• Collaborate with Customer Service, Product, Support and Sales to drive results.
• Identify opportunities, guide adoption, and proactively address issues.
• Expand accounts by solving pain points and suggesting product enhancements.
• Forecast customer needs and act as trusted advisor to customers.
• Regularly update customer success metrics and ensure engagement with Qashio features.
• Coordinate with internal and external teams to achieve targets.
• Ensure successful integration between Qashio and clients' ERP systems.

Skills

B2B SaaS customer success

Account management

Strategic planning

Project management

FinTech

CRM software

Microsoft Office

Google Workspace

Relationship management

Education

Bachelor’s or postgraduate degree in business or related field

Tools

CRM software

Microsoft Office

Google Workspace

Job description

The Customer Success Manager will work with a high performing team of customer-centric professionals, and is expected to own the entire relationship with their assigned customers; seeing to their onboarding, implementation, training, adoption, retention, and satisfaction. You will anticipate and fix issues before they happen, and are best at proactively looking out for our customers’ businesses and suggesting new and innovative ways to keep them succeeding as they use Qashio. In this role, you will regularly collaborate and communicate with peers in your internal team plus teams in Customer Service, Product, Support and Sales to drive results.

Responsibilities

• Serving as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity.
• Reviewing customer journeys to help them overcome issues and achieve their goals while consistently receiving the necessary attention and support.
• Implementing strategies to expand accounts, increase retention, solve issues and drive satisfaction for customers.
• Offering product solutions to customers’ pain points and finding opportunities to expand the business by maintaining healthy customer relationships.
• Serving as trusted and strategic advisor to customers in order to accurately forecast their needs and provide the best solutions and/or suggest product features.
• Efficiently and regularly checking in with customers to ensure they are consistently engaging with Qashio’s features and solutions and keeping such benefits top of mind.
• Maintaining collaboration and open communication between relevant internal and external teams to achieve targets.
• Supplying and updating customer success metrics and data as directed.
• Driving functional integration between Qashio and clients' ERP systems.

Requirements

• 6+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
• Strong skills in verbal and written communications, strategic planning and project management.
• Demonstrated experience and a passion for FinTech, has a good understanding of accounting software and expense management systems.
• Experience using customer success software, CRM software, Microsoft Office and Google Workspace suites.
• A bachelor’s or postgraduate degree in business or related fields would be a plus.
• Relationship management skills and a can-do attitude when presented with challenges.