Customer Success Manager

Bayzat; Dubai; Hybrid; AED 240,000 - 360,000; Full time

Benefits offered by this job

Growth opportunities

Remote / Hybrid work

Well-being policies

Inclusive culture

ESOP opportunities

Job summary

Bayzat is a leading SaaS platform in HR, payroll, and insurance services, driving modern employee experiences in the UAE. We are seeking a Customer Success Manager to ensure clients achieve success through training, support, and consultative guidance in a fast-growing environment.

The role emphasizes KPI-driven customer success, cross-functional collaboration, and long-term retention. Fluency in English and Arabic is required, and experience in high-growth teams is a plus.

Qualifications

• 4+ years of Customer Success experience in a SaaS environment.
• Customer service oriented and stakeholder-facing.
• Strong interpersonal, verbal and written communication skills.
• Fluency in English and Arabic with excellent documentation.
• Experience in high-growth environments and data analysis.
• Excellent problem-solving and organizational abilities.

Responsibilities

• Drive customer satisfaction through ongoing support, training, and consultative guidance.
• Identify and optimize KPIs to monitor usage and retention.
• Review health scores to increase activation and reduce churn.
• Maintain daily communication across the customer lifecycle and propose solutions.
• Create policies that improve the customer journey and experience.
• Understand customer needs and align processes with goals.
• Provide actionable product feedback to the development team.
• Offer technical product training and support to customers.
• Advise on best practices for using Bayzat software to meet business goals.
• Develop and enhance customer training materials.

Skills

Customer Success

SaaS Experience

English & Arabic

Stakeholder Management

Analytical Skills

Job description

Bayzat is at the forefront of transforming workplaces through innovative solutions in HR, Payroll, Finance, and Insurance. Renowned as a leading SaaS platform for employee benefits and a key player in the Insurance sector, we are committed to our mission: empower every company to create a remarkable workplace by supercharging people processes and payments.

As one of the MENA region's fastest-growing Scale-Ups, Bayzat is celebrated for its innovative product offerings, backed by over 300 team members from 35+ nationalities. Recognized by Forbes as a promising UAE-based startup and supported by leading VCs like Mubadala and Point72 Ventures, we are among the best-funded HRTech scale-ups in the region.

At Bayzat, culture is paramount. We are a principle-driven, merit-based organization where authenticity, collaboration, and unpretentiousness thrive. Joining Bayzat means immersing yourself in an environment of high achievers, tackling complex challenges, and constantly striving for success. Our culture inspires continuous learning and excellence, allowing you to work with and be inspired by some of the brightest minds in the industry.

Our journey to success is anchored in our commitment to innovation, empowering businesses with features designed to optimize efficiency and elevate employee experiences. Whether enhancing people processes, streamlining payments, or enabling smarter decisions, Bayzat is redefining what it means to create a truly remarkable workplace.

About the Role:

As a Customer Success Manager at Bayzat, you will drive customer satisfaction by ensuring clients achieve their goals through ongoing support, training, and consultative guidance. You will identify and optimize KPIs to monitor customer behavior, predict churn, and improve retention rates. Collaborating closely with internal teams, you will provide actionable insights to enhance product features and create policies to streamline the customer journey. Ideal candidates have 4+ years of experience in Customer Success, strong communication skills, a passion for technology, and a proven ability to thrive in high-growth environments while maintaining a customer-first approach.

Some high-impact responsibilities you will be entrusted with:

• Go above and beyond to ensure Bayzat's customers are actively working towards their goals and that they will be happy with the service provided. This includes customer training, on-going support, consultative calls, strategic planning, customer outreach and customer marketing.
• Identify, implement and optimize KPIs to understand customer usage, behaviors and red flags indicating potential customer churn.
• Review the customer accounts and customers' 'health score' to increase user retention and decrease churn rates, along with increasing activation rates and customer satisfaction.
• Have daily and ongoing communication with customers while tracking the entire customer life cycle and coming up with solutions for issues.
• Anticipate, foresee and create policies and processes around the customer journey to success that optimize the customer experience.
• Pinpoint the customers' needs and create processes that reflect their goals.
• Provide actionable insights to the product development team based on customer feedback (i.e. new features and feature enhancements).
• Provide technical support to customers and training on products.
• Help customers plan and understand the best ways to utilize our software or products based on the customer's business needs or business plans.
• Create and improve customer training materials.

What you will need to have:

• 4+ years of relevant Customer Success experience in a Saas environment
• Customer service oriented
• A team player who is able to build and maintain close relationships with a wide range of internal and external stakeholders
• To be passionate about technology
• Have the ability to analyze and extract research data
• Have excellent interpersonal, verbal and written communication skills
• Strong strategic, critical thinking skills and problem-solving ability
• Obsessively organized and detail oriented
• Experience working in a high-growth environment
• Fluency in both English and Arabic.

What's in it for you? Perks!

Bayzat is committed to creating an inclusive and collaborative working environment where everyone's background and ideas count. Our culture encourages members to be the best versions of themselves while taking advantage of our perks:

• Growth: Fast-track growth opportunities for high-achieving members, with no rules around where, when, how, or how often.
• Flexibility: Work your way with remote, hybrid setups.
• Well-being: Open Leave Policy - empowering you to balance life, recharge, and thrive!
• Inclusiveness: From bi-weekly company-wide town halls/all-hands meetings to regular huddles, OKR tribe meetings, celebratory dinner parties, and annual awards ceremonies held in the Metaverse, you'll be joining a truly inclusive and engaging workplace.
• Shared Ownership: We make them shareholders! We open up rounds of ESOP twice to three times a year. And guess what, those who continue to perform and achieve great things are topped up, almost every round!