Customer Success & Support Manager

AppliedAI; Abu Dhabi; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading company in AI-powered automation is looking for a Customer Success & Support Manager in Abu Dhabi. This strategic role involves team leadership and client engagement to enhance customer experience across various platforms. The ideal candidate will have extensive experience in tech-supported environments and strong managerial skills, ensuring operational delivery and service excellence.

Qualifications

• Minimum 5 years of experience in Customer Success or Support with at least 2 in a managerial role.
• Strong experience in high-growth technology businesses.
• Comfortable in fast-paced environments.

Responsibilities

• Lead and grow a team of Customer Success professionals.
• Ensure high service standards across customer base.
• Monitor user feedback and recommend improvements.

Skills

Communication

Team Development

Cross-Functional Collaboration

Education

Bachelor's degree

Certifications in customer experience, support, or operations management

Tools

HubSpot

Zendesk

Intercom

Job description

About AppliedAI

AppliedAI is reshaping how enterprises manage document-heavy processes through AI-powered automation. Our solutions help businesses in regulated industries streamline operations, reduce manual workloads, and improve service delivery. Headquartered in Abu Dhabi, we serve a growing list of clients across the Middle East, Europe, and North America.

Position Overview

We are seeking a Customer Success & Support Manager to lead the operational delivery and team development of our customer experience function. This role blends leadership, process design, and hands-on client support to ensure consistently high service standards across our customer base.

The ideal candidate will have prior experience working in high-volume, tech-enabled environments such as Careem, Deliveroo, Talabat, or other technology platforms where customer success and customer support intersect. This is a strategic role with tactical accountability, requiring someone who can operate confidently across day-to-day management and long-term CX planning.

Key Responsibilities

Team Leadership & Customer Success Strategy

• Lead, coach, and grow a team of Customer Success and Customer Support professionals
• Create and maintain SOPs, SLAs, escalation frameworks, and response playbooks
• Set and monitor team KPIs including response time, resolution time, CSAT, and NPS

Client Engagement & Issue Management

• Act as senior point of contact for escalated enterprise clients
• Monitor trends in user feedback to recommend product improvements or issue resolutions
• Ensure a smooth customer journey from onboarding through post-implementation support

System Management & CX Operations

• Administer and optimize tools such as HubSpot Service Hub, Intercom, Zendesk, or equivalent
• Design and implement automations, workflows, and self-service resources to scale support
• Oversee ticketing, reporting, and knowledge management processes

Cross-Functional Collaboration

• Interface with Product and Engineering teams to relay client feedback and prioritize fixes
• Work closely with the Solutions team during onboarding and transition phases
• Coordinate with Marketing and RevOps to refine onboarding, support, and engagement materials

Candidate Requirements

• Minimum 5 years of experience in Customer Success, Customer Support, or CX roles, with at least 2 years in a managerial or team leadership capacity
• Background in high-growth technology businesses, preferably in logistics, delivery, SaaS, or e-commerce
• Strong experience with CRM and support tools (HubSpot, Zendesk, Intercom)
• Excellent communication, team development, and cross-functional collaboration skills
• Comfortable working in a fast-paced, dynamic environment with evolving processes
• Bachelor's degree required; additional certifications in customer experience, support, or operations management are a plus