Senior Customer Success Manager — Strategy & Growth

Aramex; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

Aramex in Dubai is seeking an experienced Customer Success Manager to lead customer success strategies and drive high levels of customer satisfaction and retention. You will manage relationships, mentor a team, and collaborate with sales, marketing, and product to align initiatives with business goals.

The role requires 7+ years in customer success or related fields, including leadership experience. A Bachelor’s degree in a relevant field is expected, with proven metrics-driven performance.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 7+ years’ experience in customer success, account management, or a related field, with at least 2 years’ experience in a leadership role.
• Strong understanding of customer success strategies and best practices.
• Experience in managing and mentoring a team of customer success professionals.
• Experience in analyzing customer success metrics and providing actionable insights.
• Proven track record of driving customer satisfaction and retention.
• Experience in handling escalated customer issues and resolving them effectively.

Responsibilities

• Conduct customer feedback surveys and analyze results to inform strategies.
• Ensure compliance with company policies and industry regulations related to customer success.
• Organize and lead customer success meetings, workshops, and events.
• Stay updated with industry trends and best practices in customer success.
• Develop and deliver training programs for the customer success team.
• Handle escalated customer issues and resolve them in a timely manner.
• Foster a positive and collaborative team environment.
• Prepare and present reports on customer success performance to senior management.
• Identify and mitigate risks related to customer success operations.
• Collaborate with sales, marketing, and product teams to align customer success initiatives with business objectives.
• Ensure timely and effective resolution of customer issues and escalations.
• Conduct regular reviews of customer accounts to identify opportunities for upselling and cross-selling.
• Develop and execute customer success plans to drive customer engagement and loyalty.
• Manage the customer success budget and allocate resources effectively.
• Provide regular updates and reports to senior management on customer success activities and performance.
• Identify and implement process improvements to enhance the customer success function

Skills

Customer success

Leadership

Strategy development

Team mentoring

Analytics

Escalation handling

Education

Bachelor’s degree in Business Administration or related field

Job description

Aramex in Dubai is seeking an experienced Customer Success Manager to lead customer success strategies and drive high levels of customer satisfaction and retention. You will manage relationships, mentor a team, and collaborate with sales, marketing, and product to align initiatives with business goals.

The role requires 7+ years in customer success or related fields, including leadership experience. A Bachelor’s degree in a relevant field is expected, with proven metrics-driven performance.