Customer Success Manager

InterQuest Group; Dubai; On-site; AED 294,000 - 347,000; Full time

Job summary

A global workplace safety company based in Dubai is seeking a Customer Success Manager to enhance customer retention and drive growth. This role involves managing service contract renewals, fostering relationships with key stakeholders, and conducting regular business reviews. The ideal candidate has at least 3 years of experience in B2B sales or account management, proficiency in Arabic, and a strong understanding of the SaaS model. The position requires up to 25% travel across the region.

Qualifications

• Minimum 3 years’ experience in Enterprise B2B sales, account management, or related roles with SaaS or subscription renewal elements.
• Knowledge of Middle East cultures and proficiency in Arabic.
• Fluent in English and experienced in international business environments.

Responsibilities

• Manage and renew customer service contracts via distribution channels.
• Lead account renewal negotiations to achieve over 90% renewal completion.
• Conduct regular business reviews to ensure customers derive maximum value from solutions.

Skills

Customer retention and account management

Contract renewal and negotiation

Relationship building and stakeholder management

Business review planning and execution

SaaS/subscription model understanding

Cross-functional collaboration

Problem-solving and issue resolution

Communication and interpersonal skills

Proficiency in CRM and ERP software

Cultural awareness and language proficiency (Arabic)

Education

Post-secondary degree in business, marketing, or technical field

Tools

Microsoft Excel

Enterprise Resource Planning (ERP) systems

Customer Relationship Management (CRM) applications

Microsoft Office Suite

Job description

Customer Success Manager

Industry: Global Workplace Safety

Contract Type: Permanent (UAE-based)

Paying up to: AED 346,417

Summary

As a Customer Success Manager for a global workplace safety company, you will be directly responsible for the retention and growth of the customer base within an assigned book of business in the region.

You will work closely with customers, distribution partners, and internal stakeholders to proactively communicate, resolve issues, and ensure customers maximise the value of their investment in their products and services.

Your role includes managing service contract renewals through distribution networks, preparing and negotiating renewal quotes, and achieving a high renewal completion rate. You will establish and maintain strong professional relationships with key customer personnel to drive long-term retention and growth, identify new business opportunities, and collaborate with sales management and other teams. Additionally, you will plan and execute business reviews, provide feedback to product management on customer trends, and seek continuous improvements in processes and customer satisfaction. The role requires up to 25% travel within the region.

Key Responsibilities

• Manage and renew customer service contracts via distribution channels, ensuring timely and accurate renewal quotations.
• Lead account renewal negotiations to achieve over 90% renewal completion within each quarter.
• Build and maintain productive relationships with key customer contacts to ensure retention and growth.
• Identify growth opportunities within accounts and collaborate with sales management to drive results.
• Conduct regular business reviews to ensure customers derive maximum value from solutions.
• Address customer concerns by coordinating internal resources to enhance satisfaction and product offerings.
• Develop customer account plans in partnership with internal teams and distribution partners.
• Act as a customer advocate to help clients fully benefit from available products and services.
• Provide insights to product management on long-term trends affecting customer satisfaction and retention.
• Continuously seek ways to improve process efficiency and effectiveness.

Qualifications

• Post-secondary degree in business, marketing, or a technical field is advantageous.
• Minimum 3 years’ experience in Enterprise B2B sales, account management, or related roles with SaaS or subscription renewal elements.
• Knowledge of Middle East cultures and proficiency in Arabic, with a proven track record in the region.
• Experience in gas detection or related industries, preferably with oil and gas vertical exposure.
• Fluent in English and experienced in international business environments.
• Proficient in MS Excel, ERP, and CRM systems; functional in MS Office and corporate administration tools.
• Excellent customer service skills with a strong desire to understand and meet customer needs.
• Clear and effective communication skills, both written and verbal, with strong interpersonal abilities.
• Proven ability to manage customer relationships and identify business opportunities.
• Willingness and ability to travel up to 25%.

Skills

• Customer retention and account management
• Contract renewal and negotiation
• Relationship building and stakeholder management
• Business review planning and execution
• SaaS/subscription model understanding
• Cross-functional collaboration
• Problem-solving and issue resolution
• Communication and interpersonal skills
• Proficiency in CRM and ERP software
• Cultural awareness and language proficiency (Arabic)

Software/Tools

• Microsoft Excel
• Enterprise Resource Planning (ERP) systems
• Customer Relationship Management (CRM) applications
• Microsoft Office Suite