Customer Success Manager

Job Title

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

Location

UAE (Dubai / Abu Dhabi) – Hybrid / Onsite

Experience

• 1–3 years in Customer Success, Account Management, or B2B Client-Facing roles
• (Banking / Fintech / SaaS experience preferred)

Role Overview

• We are seeking a proactive and customer-focused Junior Customer Success Manager to
• support and grow relationships with B2B clients across Banking, Fintech, and SaaS in the
• UAE market.
• This role focuses on customer onboarding, adoption, retention, and value realization,
• working closely with Sales, Product, and Support teams to ensure customers achieve
• measurable outcomes from our solutions.

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