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Senior Customer Success Manager
Xeno
Dubai, UAE
fulltime
Mid-Senior
1 months ago
Customer Relationship Management (CRM)Customer RetentionOnboardingClient AdvocacySaaSKey Account Management
Free
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Customer Relationship Management (CRM)Customer RetentionOnboarding
About the Role
Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on us, and we're scaling fast across India and the Middle East.
Key Skills for This Role
Customer Relationship Management (CRM)Customer RetentionOnboardingClient AdvocacySaaSKey Account Management
Full Job Posting
Overview
- Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers.
- Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on us, and we're scaling fast across India and the Middle East.
- We're hiring a Senior Customer Success Manager to own our most strategic Middle East accounts.
- This role is for someone who has done CS at a SaaS company before, has handled $50K–$250K+ ACV accounts, and is ready to take CXO-level conversations end-to-end.
- What you'll own
- Strategic accounts across the Middle East - retention, adoption, growth, renewals
- Trusted advisor relationships with CMOs, Heads of Marketing, and Heads of CRM
- Campaign and journey planning using Xeno's playbooks (first-to-repeat, win-back, loyalty activation)
- Quarterly and monthly business reviews - ROI storytelling, product showcases, expansion conversations
- Cross-functional partnership with Product, Implementation, and Sales to remove client blockers
- Mentoring Associate CSMs and helping shape playbooks as we scale the CS function
- You'll thrive here if you have
- 4–7 years in Customer Success, Key Account Management, or Strategic Consulting
- Experience in SaaS/Martech ideally CRM, CDP, Loyalty, Marketing Automation, or Offer Management
- Comfort running CXO-level conversations and leading commercial discussions (renewals, upsells)
- Sharp analytical instincts you can read campaign data, spot what's broken, and propose what to fix
- Exposure to omnichannel retail, F&B, or e-commerce clients
- Bonus: working knowledge of Excel/SQL, experience in the GCC market
Why Xeno
- High-ownership role, you'll work directly with founders and leadership
- Real impact on product roadmap , your customer signal shapes what we build
- Open culture, flat hierarchy, sharp teammates
- Fast-growth SaaS environment
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