Customer Success Manager

We are looking for an experienced Customer Success Manager to act as a key point of contact for a portfolio of corporate clients, ensuring they receive a consistent, responsive and high-quality service.

The role will focus on building strong client relationships, understanding client needs, coordinating with internal teams and ensuring issues are resolved efficiently. You will work across multiple service areas and play an important role in maintaining client satisfaction, service quality and long-term relationships.

Key Responsibilities

• Manage day-to-day relationships with assigned clients and act as their primary point of contact.
• Build strong relationships with key client stakeholders and develop a clear understanding of their business needs and priorities.
• Manage client queries, requests, concerns and escalations through to resolution.
• Coordinate with internal teams to ensure services are delivered accurately, efficiently and within agreed timelines.
• Take ownership of client issues, following up with relevant teams and keeping clients informed until resolution.
• Monitor service delivery and proactively identify potential issues, gaps or areas for improvement.
• Conduct regular client meetings, service reviews and follow-ups.
• Track agreed actions, commitments and outstanding items to ensure timely completion.
• Gather client feedback and work with internal teams to improve processes and overall service quality.
• Support client onboarding and ensure a smooth transition into ongoing service delivery.
• Maintain accurate records of client interactions, requests, issues and agreed actions.
• Identify opportunities to strengthen client relationships and expand the services provided where appropriate.
• Work closely with operational and functional teams to ensure a consistent client experience.

Requirements

• Bachelor's degree in Business Administration, Management, Communications or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, Client Services, Service Delivery or a similar client-facing role.
• Experience managing corporate or B2B clients within a professional services, managed services, technology, outsourcing or shared services environment is preferred.
• Strong relationship management and stakeholder engagement skills.
• Demonstrated experience managing client issues and escalations through to successful resolution.
• Strong problem-solving skills with the ability to coordinate across multiple teams.
• Highly organised with strong follow-up and attention to detail.
• Comfortable managing multiple clients, priorities and ongoing requests simultaneously.
• Excellent written and verbal communication skills.
• Strong customer service mindset with a proactive and solutions-focused approach.

Preferred Experience

• Experience working within a multi-service or managed services environment.
• Exposure to HR, Finance, IT, Procurement or other corporate support services.
• Experience working with UAE-based corporate clients.
• Familiarity with CRM, ticketing or customer success platforms.