Customer Success Manager (Dubai)

Ideals; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading global B2B SaaS company is seeking a Customer Success Manager to join their team in Dubai. This role involves managing high-value B2B client accounts, focusing on renewals and client retention. The ideal candidate has at least three years of experience in account management or customer success within the SaaS sector and is proficient in English. The position offers substantial growth opportunities and promotes a customer-driven approach in a dynamic environment.

Benefits

Remote-first flexibility

Home workplace budget

Medical insurance

Access to Ideals Academy

Qualifications

• At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS.
• Proven track record managing a book of business of 50+ accounts.
• Experience driving MRR/ARR growth through renewals, upsells, or cross-sells.

Responsibilities

• Research and identify expected value and growth opportunities for new clients.
• Conduct kick-off training for new clients.
• Manage a portfolio of roughly 100 accounts with structured follow-ups.

Skills

Full professional proficiency in English (C1)

Customer-driven personality

Excellent communication skills

Empathetic and emotional intelligence skills

Proven track record for managing accounts

Ability to plan and prioritize

Job description

Get to know us

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in a secure business collaboration market. Trusted by more than 2,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stakes business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:

Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

The role

Delivering an exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years.

We are looking for a Customer Success Manager to join our Customer Success team in Dubai. This is a post-sales role with full portfolio ownership: you’ll lead renewals, onboarding, and account expansion for high-value B2B clients, including some of the most strategic names in our Middle East portfolio.

You’ll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client retention. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the Middle East North Africa (MENA) region and beyond.

Please note that we can only consider candidates located in Dubai or close by, since the role involves meeting clients in person.

What you will do

• Research and study new clients to identify their expected value from the product and future potential growth opportunities

• Conduct kick-off (onboarding) trainings for new clients

• Manage a portfolio of roughly 100 accounts – including 30% high-touch – with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey

• Execute renewals and expansions proactively, based on account usage, growth potential, and business insights

• Conduct exit interviews with churned clients

• Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies

• Participate in special projects to improve the customer success playbooks or introduce new customer success activities

What you bring

• Full professional proficiency in English (C1)

• At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS

• Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively

• Experience driving MRR/ARR growth through renewals, upsells, or cross-sells

• Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling)

• Customer-driven personality with empathetic and emotional intelligence skills

• Excellent communication, interpersonal, and presentation skills

Nice to have

• Fluency in Arabic (C1 / C2)

• Familiarity with data rooms, board portals, or secure collaboration tools

• Experience in sales

• Proficiency in any other languages

Our assessment process

• Screening call with the Talent Acquisition Specialist (~45 mins)

• Competency-based interview with the Talent Acquisition Specialist (60 mins)

• Roleplay with the Hiring Manager (45 mins)

• Hiring Manager interview (60 mins)

What we offer

We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.

For your best work

• Remote-first flexibility to shape your ideal workday

• Home workplace budget

• Co-working expense coverage

• Individual IT budget for extra equipment

• Top-tier tech and AI-powered tools

For your growth

• Access to Ideals Academy with numerous courses

• Investment in external learning and development activities

• Guidance in Personal Development Plan creation

• Professional literature and subscriptions coverage

• Support of your passion as a speaker or writer

• Internal talent mobility opportunities

For your well-being

• Medical insurance with Cigna Healthcare Gold 100% plan

• Funding for sports competitions

• Paid health-related time-off

Extra perks

• Team-building offline and online events

• Budget for meetups with your local team

• Generous internal referral program

Our culture

Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities.

Discover more.

Ideals is an equal opportunity employer

Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.