Manager, Client Success - Middle East and Africa

Blackline Safety; United States; Hybrid; USD 98,000 - 131,000; Full time

Benefits offered by this job

Competitive compensation

Health benefits

Hybrid work model

Professional development

Paid vacation

Job summary

Blackline Safety is seeking a Manager, Client Success to lead a team of 5-8 managers and drive client goals, product utilization, and retention. The role partners with cross-functional teams to ensure growth within existing and future clients while handling daily operations and strategic initiatives.

The ideal candidate has 2+ years of leadership in customer-facing roles, strong communication skills, and a proven ability to meet targets in a dynamic environment.

Qualifications

• Minimum 2 years' leading a customer-facing customer support team.
• Proven track record of guiding a group to meet targets.
• Ability to drive results in a changing environment.
• Strong communication, written and verbal skills.

Responsibilities

• Lead day-to-day operations of a Client Success team of 5-8.
• Drive strategic initiatives to support department goals.
• Collaborate cross-functionally with internal teams.
• Support ongoing growth within existing and future clients.
• Oversee renewal quotes and contract renewals.
• Apply sales methodologies to create and close opportunities.
• Coach and mentor to develop strategic account plans.
• Maintain product knowledge across Blackline products and services.
• Ensure resources sustain customer satisfaction.
• Provide feedback to product management on trends.
• Report on KPIs to Management.
• Monitor schedules to meet deployment demands locally and internationally.
• Document procedures and establish training.
• Identify process improvements for efficiency.

Skills

Team leadership

Client success

Cross-functional collaboration

Performance metrics

Education

Bachelor's degree in Business or related field

Job description

Location: United Arab Emirates

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Reporting to the Vice President, Client Success, the Manager, Client Success plays a key role in driving client goals, product utilization, retention efforts of our clients, and the oversight of our Client Success Managers. This role will lead the day-to-day operations of a Client Success team of 5-8 Client Success Managers and drive the strategic initiatives to support the overall goals of the department and the organization. This role will require daily support not only for clients but also cross-functionally with all internal teams within the organization to ensure continued growth within existing clients and future clients.

Key Responsibilities

• Working in collaboration with the Vice President, Client Success, building leading, and mentoring the Client Success team, by ensuring the team remains objective and results driven.
• Oversee the retention of our customer base with the continuous coaching of our Client Success Managers
• Oversee the renewal of customers’ service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion.
• Oversee the application of sales methodologies to create, manage and close opportunities for account expansion to increase revenue from existing accounts
• Identify areas of development within the Client Success Managers and ensure that the team remains world-class.
• Coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans.
• Ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services.
• Work with the Client Success Managers to escape internal and external concerns, by ensuring that all resources used maintain customer satisfaction.
• Ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention.
• Report on KPIs to Management
• Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally, recommending adjustments as required.
• Aid in documenting procedures, establish training
• Actively looks for ways to improve process efficiencies and effectiveness
• Other duties as assigned.

About You

• Post-Secondary education or equivalent certification in a business-related field is an asset
• Minimum 2 years' leading a customer-facing customer support team
• Proven track record of leading and energizing a group to be successful and meet targets
• Ability to drive results in an ever-changing environment
• Ability to identify meaningful metrics for reporting and analysis of operational issues
• Clear communication, both written and verbal with strong interpersonal skills

Total Rewards

At Blackline Safety, we offer more than just a job—we offer a career with purpose. Our Total Rewards offerings are designed to support the diverse needs of our global workforce and vary based on employment type and location. They may include:

• Competitive base salary and annual compensation review
• Comprehensive health and dental benefits*
• Mental health and wellness support
• Flexible work arrangements and hybrid work model for eligible positions
• Paid vacation, personal and sick days*
• Professional development opportunities
• Education funding
• A collaborative, inclusive, and mission-driven culture
• Exclusive access to perks and discounts
• A flexible ‘Dress for Your Day’ environment

*Eligibility and coverage vary by employment type and region.

Diversity, Equity & Inclusion

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

If you require accommodation during the recruitment process, please contact us at . We are committed to ensuring an accessible and equitable experience for all candidates.

Join Us

If you’re passionate about technology, safety, and making a difference, we’d love to hear from you.