Customer Success Manager
Role Overview
Ankabut is hiring an experienced Customer Success Manager to join its Operations Department and lead development of the Customer Success function.
The role focuses on customer relationships, value realization, adoption, retention, renewals, and a consistent customer experience across the client base.
Key Skills for This Role
Full Job Posting
Role Overview
Ankabut is hiring an experienced Customer Success Manager to join its Operations Department and lead development of the Customer Success function.
The role focuses on customer relationships, value realization, adoption, retention, renewals, and a consistent customer experience across the client base.
Key Responsibilities
- Develop and implement Customer Success strategy, frameworks, and best practices.
- Own the customer experience and drive customer value realization.
- Monitor customer health, adoption, CSAT/NPS, retention, and relevant KPIs.
- Conduct service reviews and identify customer risks and opportunities.
- Drive adoption, retention, renewals, and account development.
- Identify and support upselling and expansion opportunities.
- Manage customer escalations and ensure effective resolution.
- Build relationships with clients and key stakeholders.
- Collaborate with Sales, Service Delivery, Finance, Operations, GRC, and Project Delivery teams.
- Support growth of the Customer Success function.
Qualifications and Experience
- Bachelor’s degree in Business Administration, Customer Relationship Management, or a related field.
- The posting states 7+ years of relevant experience for expatriate candidates and 5+ years for UAE Nationals.
- Proven experience in Customer Success, Account Management, or client-facing roles.
- Experience in managed IT services, technology solutions, or enterprise software environments.
- Experience managing complex accounts and multiple stakeholders.
- Experience with customer health scoring, CSAT/NPS, value realization, retention, renewals, and expansion.
- Strong commercial acumen and ability to support revenue opportunities.
- Data-driven mindset with ITSM framework and KPI experience.
- Strong collaboration and communication skills with technical and non-technical stakeholders.
- Customer Success Management, ITIL, or Account Management certifications are advantageous.
Location
- The posting lists the location as UAE.
Reporting Structure
The role is in the Operations Department and reports to the Chief Operating Officer.
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