Customer Success & Support Manager

CASABOT; Remote; AED 120,000 - 160,000; Full time

Job summary

A technology firm in Dubai is seeking a Customer Success & Support Manager to enhance customer experiences and ensure satisfaction through exceptional support. This role involves managing the customer lifecycle, providing both technical and non-technical support, and mentoring a team. The ideal candidate has at least 5 years in customer success roles, technical proficiency in smart home ecosystems, and excellent communication skills. A remote-friendly environment is offered with opportunities for growth.

Benefits

Remote-friendly culture

Flexible hours

Equity options

Qualifications

• 5 years in Customer Success or Support, ideally in SaaS or IoT.
• Experience with customer journey mapping.
• Ability to communicate technical concepts clearly.

Responsibilities

• Own and improve customer lifecycle from onboarding to renewal.
• Deliver exceptional support through chat, phone, and email.
• Manage and mentor support engineers.

Skills

Customer Success Management

Technical Support

Communication Skills

Problem Solving

Mentorship

Tools

Zendesk

HubSpot

Asana

Job description

About the Role

As CASABOT’s Customer Success & Support Manager you’ll be the voice of our customers ensuring they not only love our product but also feel empowered using it. You’ll lead onboarding, ongoing engagement and technical support across residential, commercial and hospitality clients, playing a critical role in customer retention and satisfaction.

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non‑technical support through chat, phone and email.
• Build scalable onboarding and training processes.
• Manage and mentor support engineers and success agents.
• Monitor and report on customer health scores and satisfaction metrics.
• Act as the internal voice of the customer partnering with Product and Engineering on feature feedback and issue resolution.
• Lead implementation of customer self‑service resources and knowledge bases.
• Handle escalations and critical customer issues with urgency and empathy.
• Collaborate with Sales and Account Management on upsells and renewals.

Requirements

Customer Success & Relationship Management

• 5 years of experience in Customer Success or Support roles, preferably in SaaS, IoT or Smart Home/PropTech.
• Proven track record in reducing churn and increasing customer satisfaction.
• Experience with customer journey mapping and lifecycle strategy.

Technical Proficiency

• Familiarity with smart home ecosystems (Zigbee, Z‑Wave, Matter, Wi‑Fi, etc.).
• Ability to understand and communicate technical concepts to non‑technical users.
• Experience with support ticketing systems (e.g. Zendesk, Freshdesk).

Communication & Leadership

• Exceptional communication and interpersonal skills.
• Customer‑first mindset with high emotional intelligence.
• Experience hiring, coaching or managing support/success teams.

Tools & Systems

• CRM (HubSpot, Salesforce or similar).
• Support Platforms (Intercom, Zendesk).
• Project management tools (Asana, Notion, Trello).

Nice to Have

• Experience in pre‑launch or startup environments.
• Familiarity with AI or automation platforms.
• Multilingual capabilities (especially Arabic, German, French or Italian).

Benefits

• Help shape the future of AI‑powered smart living.
• Work with a global mission‑driven team.
• Remote‑friendly culture with flexible hours.
• Equity options for early employees.