Customer Success Manager

7 days ago


Dubai, Dubai, United Arab Emirates Talent Pal Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Manager to join our team at Talent Pal. As a Customer Success Manager, you will be responsible for guiding our clients to success by providing exceptional customer service and helping them achieve their desired business goals.

Key Responsibilities
  • Customer Onboarding and Relationship Management
    • Own the overall relationship with assigned clients and maintain a strong, long-term relationship with customers, acting as their main point of contact.
    • Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them define and set up their loyalty program.
    • Ensure customer satisfaction by proactively addressing customer issues and concerns, coordinating between the relevant internal teams, and ensuring a swift and effective resolution.
    • Transfer customer demands to the Support team when it comes to tech/integration-related issues.
    • Escalate relevant situations to Managers in a timely manner.
  • Customer Success and Retention
    • Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed.
    • Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients, and suggest new strategies tailored to their needs and objectives.
    • Develop and execute success plans tailored to each customer's goals and objectives throughout the client lifetime and based on KPI analysis.
    • Identify opportunities for upselling additional features, services, or higher plans to existing customers.
  • Key Requirements
    • Masters degree or equivalent experience.
    • 13 years of experience in customer success (in SaaS companies or Tech startups, preferably).
    • Strong written and verbal communication skills.
    • Detail-oriented, analytical, and creative thinker.
    • Demonstrated ability to increase customer satisfaction.
    • Perfect English skills.
    • Another European language is a plus.
    • Knowledge of the F&B and Retail industries and of customer engagement and loyalty solutions is a plus.
    What We Offer
    • Tier 1 medical insurance for team members and dependents upon joining (worldwide coverage).
    • A positive, productive, and energetic work environment.
    • 25 days annual holiday.
    • Global career progression opportunities.
    • Wellbeing initiatives, regular social events, and charitable initiatives to give back to our community.
    • Office with an amazing view on JLT park and lake and Dubai Marina.
    • Exciting team-building activities.


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