Customer Success Manager; Arabic Speaker

Location:

Remote- working GCC business hours.

About Us:

Web Engage is an enterprise-grade customer engagement and retention platform that helps global brands across industries such as e-commerce, fintech, travel, edtech, gaming, media, and consumer apps. and turn data into measurable revenue impact. Trusted by 800+ brands globally, we have strong presence in India, UAE, KSA, SEA, Europe and beyond. Web Engage powers intelligent, real-time engagement across the entire customer lifecycle.
We are built for scale.
We are built for complexity.
We are built for outcomes.
At our core, Web Engage is a full-stack retention operating system that combines:
A powerful Customer Data Platform (CDP)
Real-time behavioral segmentation and intelligence
Omnichannel journey orchestration
AI-driven personalization and recommendations
Deep analytics, experimentation, and revenue attribution
Web Engage BLACK: our AI-native layer that brings Agentic capabilities to engagement.
Learn more about us at

• Own customer outcomes. Be the primary point of contact for your accounts. Understand their business goals and turn them into Web Engage use cases that drive measurable results.
• Build relationships. Keep engagement high through regular calls and on-site meetings across the GCC.
• Drive adoption. Run usage and adoption reviews, find under-used capabilities, and recommend new use cases that fit each customer’s marketing goals.
• Protect retention. Track account health, flag risks early, and act before issues affect satisfaction or renewal.
• Grow revenue. Own renewals and find upsell and cross-sell opportunities to increase revenue per account.
• Deliver campaigns. Design, implement and optimise cross-channel lifecycle and retention campaigns across email, push, SMS, Whats App, in-app and web, including Arabic-language content and localisation.
• Enable customers. Train customer teams in Arabic and English so they become confident, self-sufficient users.
• Communicate insights. Build reports and Q  presentations that explain performance and business impact to marketing leaders.
• Collaborate cross-functionally. Work with Product, Solutions, Support and Sales to turn customer needs into solutions and product feedback.
• Build advocacy. Develop customer references, testimonials and case studies.
• Apply AI. Use AI tools to improve how you and your customers work, such as automating reporting, analysis, campaign content or internal workflows.

• Native-level fluency in Arabic and English (reading, writing, speaking). You'll run meetings, training, presentations and written communication in both languages.
• Comfortable with Gulf dialect in conversation and Modern Standard Arabic in writing
• 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech
• A track record of owning renewals and upsell, with retention or expansion numbers you can share
• Hands-on experience with at least one customer engagement platform, such as MoEngage, Clever Tap, Braze, Bloomreach, Salesforce Marketing Cloud or Marketo
• Working technical knowledge of SDKs, APIs, web and mobile (iOS/Android) integrations, and basic HTML/CSS/JavaScript, enough to troubleshoot with customers’ tech teams
• Practical use of LLMs (Claude, ChatGPT, Gemini, Deep Seek, etc.) in daily work, plus a conceptual understanding of RAG and MCP
• At least one AI-powered automation you'll built for an internal team or a customer, which you'll be asked to walk through
• Composure and diplomacy when handling escalations
• High ownership: you take problems end to end without waiting to be told
• Willingness to travel across the GCC for on-site customer meetings
• Bachelor's degree in IT, Computer Science or a related field, or equivalent technical experience

• MBA or business degree
• Experience…