Customer Success & Support Manager

CASABOT; Dubai; Remote; AED 257,000 - 331,000; Full time

Job summary

A leading technology firm in Dubai is looking for a Customer Success & Support Manager to enhance customer satisfaction and retention. You will lead the onboarding process, provide technical support, and manage a team. The ideal candidate has at least 5 years of experience in customer success roles, particularly in the tech sector, and possesses strong communication skills. Flexible working hours and a remote-friendly culture are part of the offering.

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

Qualifications

• 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.
• Exceptional communication and interpersonal skills.

Responsibilities

• Own and improve the customer lifecycle from onboarding to renewal.
• Deliver exceptional technical and non-technical support through chat, phone, and email.
• Monitor customer health scores and satisfaction metrics.

Skills

Customer Success Management

Technical Support

Customer Communication

Team Management

Tools

CRM (HubSpot, Salesforce)

Support Platforms (Intercom, Zendesk)

Project management tools (Asana, Notion, Trello)

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 a 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