Customer Success Manager

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Job Description – Customer Success Manager (E-commerce / ERP)

Position: Customer Success Manager (CSM)

Experience: 10–15 Years
Location: Dubai -UAE
Department: Customer Success / Account Management

About the Role

We are seeking an experienced Customer Success Manager with 10–15 years of experience in managing enterprise customers and delivering successful digital transformation initiatives. The ideal candidate should possess strong expertise in E-commerce / ERP implementations, customer relationship management, stakeholder engagement, and post-sales account growth.

The Customer Success Manager will act as a trusted advisor to clients, ensuring successful project delivery, customer satisfaction, adoption of solutions, and long-term business partnerships.

Key ResponsibilitiesCustomer Relationship Management

• Serve as the primary point of contact for strategic customer accounts.
• Build and maintain strong relationships with key stakeholders, decision-makers, and executive sponsors.
• Conduct regular business reviews and success planning sessions with customers.
• Understand customer business objectives and align solutions to achieve desired outcomes.

Project \& Delivery Governance

• Collaborate with project managers, delivery teams, and solution architects to ensure successful execution of E-commerce and ERP projects.
• Monitor project health, milestones, risks, dependencies, and customer satisfaction.
• Drive issue resolution and escalation management when required.
• Ensure successful onboarding, adoption, and utilization of implemented solutions.

Customer Success \& Retention

• Develop customer success plans and track measurable business outcomes.
• Identify opportunities to improve customer engagement and product adoption.
• Drive customer retention, renewals, and long-term partnership growth.
• Monitor customer health metrics and proactively address concerns.

Strategic Account Growth

• Identify upselling, cross-selling, and expansion opportunities across existing accounts.
• Work closely with Sales, Pre-Sales, and Delivery teams to support account growth initiatives.
• Assist customers in defining digital transformation roadmaps and future enhancements.

Process \& Governance

• Establish account governance frameworks and communication plans.
• Prepare executive-level reports, customer success metrics, and business performance reviews.
• Ensure adherence to service-level agreements (SLAs) and contractual commitments.

Required Skills \& Experience

• 10–15 years of experience in Customer Success, Account Management, Program Management, or Client Partner roles.
• Strong experience managing enterprise customers across E-commerce / ERP projects.
• Proven experience handling large-scale digital transformation engagements.
• Strong stakeholder management and executive communication skills.
• Experience managing multiple customer accounts simultaneously.
• Strong understanding of project lifecycle management and delivery governance.
• Ability to identify business opportunities and drive account growth.

Preferred Domain Experience

• E-commerce Platforms (Adobe Commerce/Magento, Shopify, BigCommerce, WooCommerce, CommerceTools, etc.)
• ERP Solutions (Odoo, SAP, Microsoft Dynamics, Oracle ERP, NetSuite, etc.)
• Omnichannel Commerce, Digital Transformation, CRM, and Business Process Automation initiatives.

Soft Skills

• Excellent communication and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Customer-first mindset with strong business acumen.
• Leadership and team collaboration skills.
• Ability to influence stakeholders at all organizational levels.

Educational Qualification

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or related field.
• MBA or relevant certifications in Customer Success, Project Management, ERP, or E-commerce will be an added advantage.

Travel Requirement

• This role may require frequent travel across the GCC based on client engagements, project reviews, business meetings, workshops, and relationship management activities.
• The candidate should be comfortable visiting customer locations and managing on-site stakeholder interactions whenever required.

Success Metrics

• Customer Satisfaction (CSAT) \& Net Promoter Score (NPS)
• Customer Retention \& Renewal Rate
• Revenue Growth from Existing Accounts
• Project Success \& Delivery Metrics
• Customer Adoption \& Engagement Levels
• Executive Stakeholder Satisfaction

Ideal Candidate Profile: A seasoned customer-facing professional who can effectively bridge customers, delivery teams, and business stakeholders while driving successful ERP / E-commerce engagements, customer retention, and account growth.

Pay: AED12,000.00 - AED15,000.00 per month

Work Location: In person