Customer Success Manager

About This Role

• 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:

As Customer Success Manager at Prime Circle Group, you will own the entire client experience after the sale — from onboarding to process. You'll play a central and highly trusted role between the Sales, Ops, and Client teams, ensuring that every client receives exactly what was sold, that processes run smoothly, and that relationships are built to last.

This is not a support role. It's a high-ownership position for someone who is proactive by nature, obsessed with follow-through, and able to manage complex client situations across multiple products and markets simultaneously. You'll work directly with the founders, handle sensitive client relationships with full professionalism, and make sure nothing falls through the cracks — ever.

Core Responsibilities

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.