Strategic Enterprise Customer Success Manager — UAE

Exotel Techcom; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading AI communication provider in Dubai seeks an experienced Customer Success Manager to oversee a portfolio of strategic enterprise accounts. This role demands ownership of customer outcomes, driving retention and growth while coordinating cross-functional teams. Ideal candidates have a strong enterprise SaaS background, excellent communication skills, and the ability to navigate complex situations effectively. If you enjoy partnering with clients to ensure their success, this opportunity is for you.

Qualifications

• Proven track record in Enterprise SaaS Customer Success, ideally in CCaaS, CRM, or CPaaS.
• Ability to engage with all levels of stakeholders effectively.
• Experience in managing strategic partnerships and escalation processes.

Responsibilities

• Own outcome and value for enterprise accounts and ensure customer success.
• Lead Gross Retention Rate (GRR) and Net Retention Rate (NRR).
• Conduct Quarterly Business Reviews and translate usage data into value stories.
• Coordinate cross-functional teams to prioritize customer issues.
• Manage escalations with structured leadership in high-pressure situations.

Skills

Outcome-First Mindset

Enterprise Experience

Strategic Communication

Judgment & Risk Assessment

Influencing Skills

Job description

A leading AI communication provider in Dubai seeks an experienced Customer Success Manager to oversee a portfolio of strategic enterprise accounts. This role demands ownership of customer outcomes, driving retention and growth while coordinating cross-functional teams. Ideal candidates have a strong enterprise SaaS background, excellent communication skills, and the ability to navigate complex situations effectively. If you enjoy partnering with clients to ensure their success, this opportunity is for you.