Customer Success Manager

Overview

• **Location: Dubai / Remote / Hybrid**
• **Contract: Full-time – Permanent \| Start under a Service Agreement / Independent contract**
• **Languages: English — understanding French is a plus.**
• **Reporting to: COO & Founders**
• **Experience required: 3 to 5 years minimum in Customer Success, Account Management or Operations, ideally within a fast-growing startup/scale-up or an international environment.**

Role

1. Delivery & Onboarding

• Ensure all sold products are properly delivered (LLC, banking, PSP, Amex, etc.)
• Supervise the full onboarding process for each client
• Identify and unblock process bottlenecks before they impact the client experience

2. Client Follow-up & Adoption

• Maintain regular contact with the most important active clients
• Respond to client questions or coordinate answers with internal teams
• Ensure clients fully understand how to use our services and structures
• Identify clients at risk of churn and implement corrective actions proactively
• Check all conversations on Telegram & WhatsApp to be sure everything is updated

3. Renewals & Satisfaction

• Track and manage all contract renewals (banking, structuring, services)
• Anticipate renewals several weeks in advance — never reactively
• Monitor satisfaction and put in place concrete improvement actions

4. CRM & Data Management

• Keep the CRM clean, up to date, and consistent at all times
• Control data quality: contracts, statuses, dates, client records
• Produce regular data analyses on client needs, churn trends, and key patterns

5. Reporting & Internal Coordination

• Act as the central source of truth on client health across the group
• Deliver a clear weekly Customer Success report to leadership
• Escalate client issues to the right teams with context and urgency

6. Strategic Responsibilities

• Voice of the Customer — Collect and relay client feedback, product issues, and new demands. The CSM is the group's best source of product insight.
• Documentation & Knowledge — Build and maintain client FAQs, onboarding process guides, and usage documentation to reduce support load.
• Problem Prevention — Act before the client is unhappy: flag delays in advance, clarify next steps, and manage expectations at every stage.

Profile

• 3–5 years minimum in Customer Success, Account Management, or Operations, ideally within a fast-scaling startup or international business environment
• Proven track record in managing complex client relationships across multiple products or services
• CRM proficiency: Pipedrive, or equivalent (clean data is non-negotiable)
• Analytical mindset: comfortable with data, churn tracking, and reporting
• Extremely organized, rigorous, and proactive — you structure your own workload and deliver without being chased
• Full professional fluency in English — French is a plus.

What We Offer

• A high-ownership role at the core of a fast-growing international group
• Direct collaboration with founders and leadership on a daily basis
• A flexible, remote-friendly working culture (Dubai presence is a strong plus)
• $2500 - $3000 per month, depending on experience and level of responsibility.
• The opportunity to build and shape the entire client success function across multiple products and markets
• ***Interested?
• Apply now or reach out directly.
• We're looking for rigorous, client-obsessed operators who take full ownership and deliver every time.***