Senior Key Account Manager

About This Role

About Xeno

Xeno is an AI-based CRM and loyalty platform. We work with leading retail brands like Aditya Birla, Fabindia, Forever New, Bestseller and Urli, and F&B brands like Taco Bell and Baskin Robbins and across the Middle East with a growing book that includes Lal's Group, Giordano, Blue Tokai, Al Madina, Home R Us, Jacky's Retail, Kashkha, Citrus Clothing and Alboom Marine. We help enterprises build personalised customer experiences, drive engagement, and achieve their revenue goals.

Role Overview

We're hiring a Senior Key Account Manager for our Dubai team to own and grow Xeno's Middle East business across some of the region's most exciting retail brands. This is a deeply relationship-driven, field-heavy role you'll spend most of your week in client offices, not behind a laptop managing tickets.

As a Senior Key Account Manager, you will own the relationships with our most important clients, ensuring their success and maximizing the value they derive from Xeno's solutions. You'll collaborate across teams, solve challenges proactively, and drive client satisfaction, retention, and growth.

What You'll Do

• Build and manage strong relationships with senior client stakeholders across marketing, CRM, operations and leadership teams becoming a trusted advisor for the account.
• Lead regular business reviews, strategic discussions and in-person client meetings to align on goals, performance, adoption and growth opportunities.
• Drive account growth by identifying upsell, cross-sell and expansion opportunities across existing accounts while ensuring strong retention and renewals.
• Own the overall health and success of accounts by proactively tracking customer sentiment, adoption, engagement, campaign performance and business impact.
• Coordinate with internal teams across Product, Marketing, Support and Tech to ensure timely delivery, alignment and a high-quality client experience.
• Act as the voice of the customer internally by sharing feedback, identifying recurring challenges and influencing product and process improvements.
• Own the commercial outcome on every account, develop account plans that drive growth, deliver renewals, upsells, cross-sells and customer references, and proactively monitor account health to lift satisfaction.
• Partner closely with finance teams to ensure timely collections, smooth invoice closures and resolution of any commercial or payment-related disputes.

What We're Looking For

• 4 - 8 years in Account Management, Key Account Management or Customer Success at a MarTech, Loyalty Tech, CRM, CDP or omnichannel engagement SaaS company.
• Experience managing enterprise or mid-market clients in a high-growth startup, SaaS, CRM, MarTech or retail-tech environment.
• Strong relationship management skills with the ability to engage confidently with senior stakeholders, including CEOs, CMOs and business heads.
• High ownership mindset with strong execution skills, someone who proactively drives outcomes rather than waits for direction.
• Willingness to travel extensively across the Middle East region for in-person client interactions and relationship building.
• Exceptional communication, negotiation and interpersonal skills.
• Strong organizational skills with the ability to manage multiple accounts simultaneously.
• Already living in Dubai for at least 1 – 2 years knows the business rhythm.
• Holds a UAE driving license and a personal vehicle.

What We Offer

• An opportunity to be part of a high-intensity, high-ownership culture where people are trusted to drive outcomes, not just execute tasks.
• A front-row seat in building one of the most ambitious customer engagement companies for retail, working closely with founders and senior leaders on critical business problems.
• Freedom and autonomy to take decisions, build deep client relationships and create real business impact across strategic accounts.
• A team that values speed, accountability, curiosity and relentless execution where high performers are recognized, challenged and given room to grow fast.
• Competitive compensation, meaningful responsibilities, and the opportunity to help shape the next phase of Xeno's growth journey.