Customer Success Manager, MENA

Job Title Junior Customer Success Manager – B2B SaaS (Banking & Fintech) Location UAE (Dubai / Abu Dhabi)/ Bangalore – Onsite Experience 1–3 years in Customer Success, Account Management, or B2B Client-Facing roles (Banking / Fintech / SaaS experience preferred) Role Overview We are seeking a proactive and customer-focused Junior Customer Success Manager to support and grow relationships with B2B clients across Banking, Fintech, and SaaS in the UAE market. This role focuses on customer onboarding, adoption, retention, and value realization, working closely with Sales, Product, and Support teams to ensure customers achieve measurable outcomes from our solutions. Key Responsibilities 🤝 Customer Onboarding & Adoption ● Support onboarding of new B2B customers, ensuring smooth implementation and early value realization. ● Act as a primary point of contact for assigned accounts during post-sales lifecycle. ● Assist customers in understanding product features, workflows, and best practices. ● Track onboarding milestones and ensure timely go-lives. 📈 Customer Success & Retention ● Monitor customer usage, health scores, and engagement metrics. ● Proactively identify risks, adoption gaps, and opportunities to improve customer satisfaction. ● Support renewal processes by ensuring consistent value delivery and relationship management. ● Handle customer queries, escalations, and coordination with internal support teams. 🔄 Cross-Functional Collaboration ● Work closely with Sales to ensure smooth handover from sales to post-sales. ● Collaborate with Product and Engineering teams to relay customer feedback and feature requests. ● Assist in preparing customer success reports, QBRs, and performance dashboards. ● Maintain accurate account information in CRM and CS tools. 🏦 Industry-Specific Engagement (Banking & Fintech) ● Understand client requirements related to compliance, security, data privacy, and regulatory standards. ● Support customers in navigating implementation within regulated environments. ● Assist in explaining technical workflows to non-technical stakeholders. Required Qualifications ● 1–3 years of experience in Customer Success, Account Management, or Client Services. ● Exposure to B2B SaaS products, preferably in Fintech or Banking. ● Strong communication skills (verbal & written); ability to work with diverse stakeholders. ● Basic understanding of SaaS concepts: onboarding, adoption, churn, renewals. ● Comfortable working with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.). ● Ability to work in a fast-paced, multicultural UAE business environment. Nice to Have ● Experience working with UAE / GCC clients. ● Familiarity with banking workflows, payments, KYC, AML, compliance, or fintech platforms. ● Understanding of APIs, integrations, or technical onboarding processes. ● Experience supporting enterprise or mid-market B2B customers. ● Arabic language skills (not mandatory, but a plus). What We Offer ● Performance-based incentives ● Exposure to Banking & Fintech clients ● Learning and career growth into Senior CSM / Account Manager roles ● Work in a fast-growing SaaS and Fintech ecosystem Department: Sales - MENA POD