Senior Enterprise Customer Success Manager - Growth & Strategy

Exotel Techcom Pvt Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading AI transformation provider seeks a Customer Success Manager in Dubai to manage a portfolio of strategic enterprise accounts. The ideal candidate will focus on customer retention, growth, and satisfaction. Responsibilities include overseeing customer outcomes, leading business reviews, and coordinating internal teams. Experience in Enterprise SaaS, strong communication skills, and an outcome-first mindset are crucial for this role, which emphasizes strategic governance and executive alignment.

Qualifications

• Proven track record in Enterprise SaaS Customer Success, preferably within CCaaS, CRM, or CPaaS environments.
• Ability to engage with end-users to C-suite stakeholders effectively.
• Capability to spot churn warning signs and manage expectations.

Responsibilities

• Own the business reason the customer chose Exotel.
• Manage Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Lead Quarterly Business Reviews and translate usage data into customer success stories.
• Coordinate with internal teams to prioritize the customer's voice.
• Handle escalation management in high-stakes situations.

Skills

Outcome-First Mindset

Enterprise Experience

Strategic Communication

Judgment & Risk Assessment

Influencing Skills

Job description

A leading AI transformation provider seeks a Customer Success Manager in Dubai to manage a portfolio of strategic enterprise accounts. The ideal candidate will focus on customer retention, growth, and satisfaction. Responsibilities include overseeing customer outcomes, leading business reviews, and coordinating internal teams. Experience in Enterprise SaaS, strong communication skills, and an outcome-first mindset are crucial for this role, which emphasizes strategic governance and executive alignment.