Customer Success Manager

Job Title

Junior Customer Success Manager – B2B SaaS (Banking & Fintech)

Key Responsibilities

• 🤝 Customer Onboarding & Adoption

  • Support onboarding of new B2B customers, ensuring smooth implementation and early value realization.
  • Act as a primary point of contact for assigned accounts during post-sales lifecycle.
  • Assist customers in understanding product features, workflows, and best practices.
  • Track onboarding milestones and ensure timely go-lives.

• 📈 Customer Success & Retention

  • Monitor customer usage, health scores, and engagement metrics.
  • Proactively identify risks, adoption gaps, and opportunities to improve customer satisfaction.
  • Support renewal processes by ensuring consistent value delivery and relationship management.
  • Handle customer queries, escalations, and coordination with internal support teams.

• 🔄 Cross-Functional Collaboration

  • Work closely with Sales to ensure smooth handover from sales to post-sales.
  • Collaborate with Product and Engineering teams to relay customer feedback and feature requests.
  • Assist in preparing customer success reports, QBRs, and performance dashboards.
  • Maintain accurate account information in CRM and CS tools.

• 🏦 Industry-Specific Engagement (Banking & Fintech)

  • Understand client requirements related to compliance, security, data privacy, and regulatory standards.
  • Support customers in navigating implementation within regulated environments.
  • Assist in explaining technical workflows to non-technical stakeholders.

Required Qualifications

• 1–3 years of experience in Customer Success, Account Management, or Client Services.
• Exposure to B2B SaaS products, preferably in Fintech or Banking.
• Strong communication skills (verbal & written); ability to work with diverse stakeholders.
• Basic understanding of SaaS concepts: onboarding, adoption, churn, renewals.
• Comfortable working with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.).
• Ability to work in a fast-paced, multicultural UAE business environment.

Nice to Have

• Experience working with UAE / GCC clients.
• Familiarity with banking workflows, payments, KYC, AML, compliance, or fintech platforms.
• Understanding of APIs, integrations, or technical onboarding processes.
• Experience supporting enterprise or mid-market B2B customers.
• Arabic language skills (not mandatory, but a plus).

What We Offer

• Performance-based incentives
• Exposure to Banking & Fintech clients
• Learning and career growth into Senior CSM / Account Manager roles
• Work in a fast-growing SaaS and Fintech ecosystem