Customer Success Manager (Arabic Speaker)

WebEngage; United States; Remote; USD 100,000 - 150,000; Full time

Benefits offered by this job

Macbook for Engagers

Medical insurance

Contemporary leave policy

Job summary

WebEngage is seeking an experienced Customer Success professional to own outcomes for GCC-based accounts, driving renewals, expansions, and cross-channel campaigns. You will train clients in Arabic and English, lead adoption reviews, and collaborate with product and sales to translate needs into solutions.

The role emphasizes AI-assisted reporting, onboarding, and strategic guidance, with remote work aligned to GCC business hours and occasional on-site visits.

Qualifications

• Fluency in Arabic and English for meetings, training and written comms.
• 3+ years in B2B SaaS Customer Success or Account Management, ideally martech.
• Proven track record owning renewals and driving expansions.
• Experience with at least one engagement platform (MoEngage, CleverTap, Braze).
• Technical know-how for SDKs, APIs, web and mobile integrations.

Responsibilities

• Own customer outcomes and be the primary contact for accounts.
• Build relationships with regular calls and GCC on-site meetings.
• Drive adoption, identify under-used features, and suggest new use cases.
• Track health, flag risks early, and protect retention and renewals.
• Grow revenue through renewals, upsell and cross-sell opportunities.
• Design and optimize cross-channel campaigns, including Arabic content.
• Train customer teams in Arabic and English for self-sufficiency.
• Create reports and QBRs to show performance and business impact.
• Collaborate with Product, Solutions, Support and Sales to translate needs.
• Develop customer references and case studies. Apply AI to improve workflows.

Skills

Arabic & English fluency

B2B SaaS customer success

Renewals & upsell track record

Technical integrations (SDKs/APIs)

AI/LLMs in daily work

Willingness to travel GCC

Education

Bachelor's degree in IT/CS or related field

Tools

MoEngage

CleverTap

Braze

Bloomreach

Salesforce Marketing Cloud

Marketo

Job description

Location: Remote- working GCC business hours.
About Us: WebEngage is an enterprise-grade customer engagement and retention platform that helps global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. and turn data into measurable revenue impact. Trusted by 800+ brands globally, we have strong presence in India, UAE, KSA, SEA, Europe and beyond. WebEngage powers intelligent, real-time engagement across the entire customer lifecycle.
We are built for scale.
We are built for complexity.
We are built for outcomes.
At our core, WebEngage is a full-stack retention operating system that combines:
A powerful Customer Data Platform (CDP)
Real-time behavioral segmentation and intelligence
Omnichannel journey orchestration
AI-driven personalization and recommendations
Deep analytics, experimentation, and revenue attribution
WebEngage BLACK: our AI-native layer that brings Agentic capabilities to engagement.
Learn more about us at www.webengage.com.

What you'll do:

• Own customer outcomes. Be the primary point of contact for your accounts. Understand their business goals and turn them into WebEngage use cases that drive measurable results.
• Build relationships. Keep engagement high through regular calls and on-site meetings across the GCC.
• Drive adoption. Run usage and adoption reviews, find under-used capabilities, and recommend new use cases that fit each customer’s marketing goals.
• Protect retention. Track account health, flag risks early, and act before issues affect satisfaction or renewal.
• Grow revenue. Own renewals and find upsell and cross-sell opportunities to increase revenue per account.
• Deliver campaigns. Design, implement and optimise cross-channel lifecycle and retention campaigns across email, push, SMS, WhatsApp, in-app and web, including Arabic-language content and localisation.
• Enable customers. Train customer teams in Arabic and English so they become confident, self-sufficient users.
• Communicate insights. Build reports and QBR presentations that explain performance and business impact to marketing leaders.
• Collaborate cross-functionally. Work with Product, Solutions, Support and Sales to turn customer needs into solutions and product feedback.
• Build advocacy. Develop customer references, testimonials and case studies.
• Apply AI. Use AI tools to improve how you and your customers work, such as automating reporting, analysis, campaign content or internal workflows.

Must-have:

• Native-level fluency in Arabic and English (reading, writing, speaking). You'll run meetings, training, presentations and written communication in both languages.
• Comfortable with Gulf dialect in conversation and Modern Standard Arabic in writing
• 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech
• A track record of owning renewals and upsell, with retention or expansion numbers you can share
• Hands-on experience with at least one customer engagement platform, such as MoEngage, CleverTap, Braze, Bloomreach, Salesforce Marketing Cloud or Marketo
• Working technical knowledge of SDKs, APIs, web and mobile (iOS/Android) integrations, and basic HTML/CSS/JavaScript, enough to troubleshoot with customers’ tech teams
• Practical use of LLMs (Claude, ChatGPT, Gemini, DeepSeek, etc.) in daily work, plus a conceptual understanding of RAG and MCP
• At least one AI-powered automation you'll built for an internal team or a customer, which you'll be asked to walk through
• Composure and diplomacy when handling escalations
• High ownership: you take problems end to end without waiting to be told
• Willingness to travel across the GCC for on-site customer meetings
• Bachelor's degree in IT, Computer Science or a related field, or equivalent technical experience

Nice-to-have

• MBA or business degree
• Experience with GCC clients in retail, e-commerce, fintech or media
• Familiarity with CDPs, CRMs, mobile measurement platforms (AppsFlyer, Adjust), ad platforms and SEO
• Knowledge of WhatsApp Business API messaging

Life at WebEngage:

• We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings.
• A highly inclusive work culture that promotes a relaxed, creative and productive environment.
• Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance

Perks & Benefits:

• Learning is a way of life. Unlock your full potential backed with cutting-edge tools and mentorship (Macbook for Engagers!)
• Get the best in class medical insurance (with Covid Care facilities), programs for taking care of your mental health, and a Contemporary Leave Policy (beyond sick leaves)

Explore more here:

• https://youtu.be/Y0HjfyMjUpg
• https://www.linkedin.com/company/webengage
• https://twitter.com/WebEngage?s=09

Do you think you fit the bill? Come along, let's redefine the future of Marketing Automation! WebEngage aims to be an equal opportunity employer. We strongly believe that when people feel respected and included they can be more creative, innovative, and successful. We believe that change is the only constant and are in the process and will continue to be in process with changing times to adapt and advance diversity and inclusion. We take affirmative action to ensure equal opportunity and complete non-disclosure of all applicants without any regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or any other characteristics not mentioned hereinabove which are protected under the law of the soil.