Customer Success Manager

One Way Ventures; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

One Way Ventures is seeking a Customer Success Manager to own the relationship with assigned customers from onboarding to retention and satisfaction. You will proactively address issues and collaborate with internal teams to drive value and expansion opportunities.

The role requires a track record in B2B SaaS, strong communication, strategic planning, and experience with CRM and ERP integrations. A fintech background and related education are a plus.

Qualifications

• 6+ years in B2B SaaS customer success, account management or strategic consulting.
• Strong verbal and written communications, strategic planning and project management.
• Experience with FinTech, accounting software and expense management systems.
• Experience using CRM software and Microsoft Office/Google Workspace.

Responsibilities

• Own the end-to-end relationship with assigned customers from onboarding through adoption, retention and satisfaction.
• Collaborate with Customer Service, Product, Support and Sales to drive outcomes for customers.
• Identify opportunities to expand accounts and improve customer outcomes.
• Forecast customer needs and advise on product features or solutions.
• Maintain regular check-ins to ensure customers engage with Qashio features.
• Coordinate with internal/external teams to meet targets and share customer success metrics.

Skills

B2B SaaS

Account management

Strategic planning

Project management

Communication skills

FinTech knowledge

CRM software

ERP integration

Education

Bachelor’s or postgraduate degree in business

Tools

CRM software

MS 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.