Stellenbeschreibung:

About the Client

We are sourcing on behalf of a fast-growing fintech company based in Dubai that’s reshaping how people interact with money in the digital age. Combining cutting-edge technology with deep financial expertise, this company is on a mission to make financial services smarter, faster, and more accessible. They’re building a dynamic team of innovators who thrive in a fast-paced environment where ideas turn into impact, and they’re looking for driven individuals ready to help shape the future of finance.



About the Role

The Customer Success Manager position is a mid-level to senior role focused on driving customer satisfaction, adoption, and retention for a Dubai-based fintech organization. This role is fully remote, requiring alignment with Gulf Standard Time (GST) business hours, and centers on building strong, trust-based relationships with a diverse portfolio of clients utilizing innovative financial technology solutions. The position plays a pivotal part in ensuring customers realize maximum value from the company’s products and services, directly impacting customer loyalty, product adoption, and long-term business growth.



Key Responsibilities


• Serve as the primary point of contact for assigned customers, proactively managing relationships and ensuring a seamless customer journey from onboarding through ongoing engagement.
• Guide customers through product adoption, providing tailored training, resources, and best practices to maximize the value and effectiveness of fintech solutions.
• Monitor customer health metrics, usage patterns, and satisfaction scores, identifying risks and opportunities for deeper engagement or intervention.
• Collaborate closely with product, support, and engineering teams to resolve customer issues, advocate for customer needs, and relay feedback for continuous product improvement.
• Develop and execute customer success plans, including regular check-ins, business reviews, and strategic discussions to align product capabilities with customer objectives.
• Facilitate smooth onboarding processes, ensuring customers are set up for success with clear expectations, timelines, and deliverables.
• Identify and drive opportunities for upselling, cross-selling, and expansion by understanding customer goals and aligning additional products or features to their needs.
• Manage escalations with professionalism and urgency, ensuring timely resolution and clear communication throughout the process.
• Maintain accurate records of customer interactions, feedback, and account status using CRM and customer success platforms.
• Stay informed about fintech industry trends, regulatory changes, and competitive landscape to provide informed guidance and anticipate customer needs.



Required Experience & Skills


• Demonstrated experience in customer success, account management, or customer service roles, preferably within SaaS, fintech, or technology-driven environments.
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers from diverse backgrounds and geographies.
• Strong problem-solving abilities, with a proactive approach to identifying issues and implementing effective solutions.
• Proficiency in managing multiple customer accounts simultaneously, prioritizing tasks, and maintaining attention to detail in a fast-paced, remote work setting.
• Experience with customer relationship management (CRM) tools such as Salesforce, HubSpot, or similar platforms, and familiarity with customer success software.
• Ability to analyze customer data, interpret usage metrics, and translate insights into actionable strategies for customer engagement and retention.
• High degree of empathy, patience, and professionalism when handling customer inquiries, feedback, and escalations.
• Comfortable working independently and collaboratively within a distributed, multicultural team environment.
• Flexibility to work during Gulf Standard Time (GST) business hours, regardless of physical location.
• Bonus: Background or familiarity with financial services, fintech products, or technology platforms.



Qualifications


• Bachelor’s degree in Business, Communications, Finance, Information Technology, or a related field is preferred.
• Professional certifications in customer success, account management, or related disciplines are advantageous.
• Additional training or coursework in fintech, SaaS, or digital transformation is a plus.



Tools & Technologies


• CRM Platforms: Salesforce, HubSpot, Zoho CRM
• Customer Success Platforms: Gainsight, Totango, ChurnZero
• Communication Tools: Slack, Microsoft Teams, Zoom
• Data Analysis: Excel, Google Sheets, Tableau (or similar BI tools)
• Project Management: Asana, Trello, Jira
• Knowledge Base/Support: Zendesk, Intercom, Freshdesk
• Familiarity with fintech platforms, APIs, and digital payment systems is beneficial



This role offers the opportunity to make a significant impact on customer satisfaction and business growth within a dynamic, rapidly evolving fintech sector. The Customer Success Manager will play a key role in shaping customer experiences, driving product adoption, and contributing to the company’s reputation as a trusted fintech partner. Success in this position is measured by customer retention rates, satisfaction scores, and the ability to foster long-term, mutually beneficial relationships.

By applying to this position, you are granting us permission to process your CV and keep your profile on file for consideration for this and future opportunities.

NOTE / HINWEIS:

EN: Please refer to Fuchsjobs for the source of your application

DE: Bitte erwähne Fuchsjobs, als Quelle Deiner Bewerbung