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).

Key Skills & Attributes:

• Customer-first mindset
• Strong problem-solving abilities
• Organized and detail-oriented
• Ability to manage multiple accounts simultaneously
• Collaborative and eager to learn
• Professional communication and stakeholder management

What We Offer:

• Competitive salary aligned with UAE market standards
• 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