Customer Success Manager

Xpress Automation; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading SaaS company in Dubai is seeking an experienced Customer Success Manager to enhance customer satisfaction and retention. You will manage customer relationships, drive product adoption, and lead onboarding initiatives. The ideal candidate has over 6 years of experience in Customer Success or Account Management within a B2B SaaS environment, with strong communication and problem-solving skills.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or related SaaS role.
• Experience working in a B2B SaaS company or startup environment.
• Experience leading customer training or onboarding sessions.

Responsibilities

• Lead customer onboarding, ensuring smooth implementation and early success.
• Build strong, trusted relationships with key stakeholders and users.
• Monitor product usage and customer health; proactively address risks or low engagement.
• Drive adoption of core features through training, enablement, and regular check-ins.

Skills

Customer relationship management

Strategic thinking

Communication

Problem-solving

Data analysis

Education

Bachelor's degree or equivalent experience

Job description

Overview

We are looking for a results-driven and customer-centric Customer Success Manager to join our SaaS team. You will own the post-sale relationship with a portfolio of customers, ensuring they gain maximum value from the platform and achieve their business goals.

This role combines relationship management, strategic thinking, and a deep understanding of SaaS customer needs. Your success will directly impact customer satisfaction, retention, and expansion.

Responsibilities

• Lead customer onboarding, ensuring smooth implementation and early success
• Build strong, trusted relationships with key stakeholders and users
• Monitor product usage and customer health; proactively address risks or low engagement
• Drive adoption of core features through training, enablement, and regular check-ins
• Conduct QBRs (Quarterly Business Reviews) to align on goals, share insights, and uncover new opportunities
• Collaborate with Sales to identify and support upsell/cross-sell opportunities
• Act as a customer advocate within the company, sharing feedback with Product and Support
• Maintain accurate customer records and engagement plans in CRM and CSM tools
• Contribute to help center content, onboarding materials, and customer success playbooks

Qualifications and Experience

• Bachelor's degree or equivalent experience
• 6+ years of experience in Customer Success, Account Management, or related SaaS role
• Strong communication, relationship-building, and problem-solving skills
• Ability to manage multiple accounts and prioritize tasks in a fast-paced environment
• Experience working in a B2B SaaS company or startup environment
• Experience leading customer training or onboarding sessions
• Data-driven mindset — comfortable analyzing customer behavior and product usage metrics
• A collaborative, solution-oriented approach to working cross-functionally with Sales, Support, and Product teams