Customer Success Manager

Qashio; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in the FinTech sector seeks a Customer Success Manager to enhance client relationships and drive satisfaction. You will leverage your expertise to support customer onboarding, implementation, and adoption while proactively identifying solutions to their challenges. This role involves closely collaborating with cross-functional teams to ensure client success and satisfaction.

Qualifications

• 4+ years experience in B2B SaaS customer success or related fields.
• Fluent in Arabic and English.
• Passion for FinTech and knowledge of accounting software.

Responsibilities

• Serve as day-to-day contact for assigned accounts.
• Implement strategies to expand accounts and increase retention.
• Drive functional integration between Qashio and clients' ERP systems.

Skills

Verbal Communication

Written Communication

Strategic Planning

Project Management

Relationship Management

Education

Bachelor's or postgraduate degree in business

Tools

Customer Success Software

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.

Qualifications

• 4+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
• Arabic speaker with proficiency in English.
• 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.