Customer Success Manager -Digital Marketplace

Abu Dhabi Ports; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Abu Dhabi Ports in Abu Dhabi, United Arab Emirates, seeks a Customer Success Manager for its Digital Marketplace to drive marketplace growth by acquiring and supporting B2B buyers across Africa and MENA. You will own the customer lifecycle management, handle escalations, and design localized engagement strategies, while building scalable onboarding and support models with distributed teams.

The role emphasizes trust, satisfaction, retention, and adoption, with cross-functional collaboration with

Qualifications

• Graduate with 8-10 years of experience in a similar role.
• Bachelor's degree in a related field.

Responsibilities

• Lead onboarding and relationship management for B2B buyers and partners.
• Define and execute go-to-market and marketing strategies in target markets.
• Build, train, and manage localized customer success teams.
• Own customer satisfaction, escalations, and trust-building mechanisms.
• Provide structured feedback loops into Product and Tech for continuous improvement.
• Experience leading distributed teams across multiple geographies.

Skills

Customer success

Leadership

CRM tools

Education

Bachelor's degree in related field

Tools

CRM Tools

Job description

Customer Success Manager -Digital Marketplace

Abu Dhabi, United Arab Emirates

Trending

Job Description

Leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption. Owns customer lifecycle management, escalations, and localized engagement strategies.

Responsibilities

Key Responsibilities

• Lead onboarding and relationship management for B2B buyers and partners
• Define and execute go-to-market and marketing strategies in target markets
• Build, train, and manage localized customer success teams
• Own customer satisfaction, escalations, and trust-building mechanisms
• Provide structured feedback loops into Product and Tech for continuous improvement
• Min 8 years in customer success, sales, or account management in digital platforms or logistics
• Strong background in emerging markets, especially Africa/MENA
• Proven success in building scalable onboarding and support models
• Experience leading distributed teams across multiple geographies
• Thinking: Market foresight, cultural fluency, customer insight-driven
• Results: Clear orientation to adoption, retention, and customer satisfaction
• People: Strong communicator, trust-builder, empathetic leader
• Self: Resilient, adaptable to fast-changing environments
• Tools: CRM Tools

Leadership Priorities

• Build trusted customer base in launch markets
• Establish playbooks and frameworks for onboarding and engagement
• Set customer trust as a visible leadership priority across the organization
• Verified buyer onboarding (MENA/Africa): Target ≥ 100 per country in 3 months
• Activation rate (onboarded to inquiry): Target ≥ 40%
• First support response time: Target ≤ 12 hours
• Issue resolution time: Target ≤ 24 hours
• Buyer trust score/NPS: Target ≥ +40
• Buyers reordering within 30 days: Target ≥ 30%

Qualifications

Educational and Technical Qualifications:

Graduate with 8-10 Years of Experience in a similar role and a bachelor degree in a related field