Account Manager- Customer Success and Growth

Job Title: Account Manager — Customer Success & Growth

Location: Dubai

Experience: 2–3 years (preferred)

Industry: SaaS / CPaaS / Digital Platforms / B2B Tech

Role Overview

We are looking for a proactive and customer-focused Account Manager who will own and manage existing client relationships, ensure high customer satisfaction, resolve queries efficiently, and drive product adoption through training and ongoing engagement in UAE.

This role is critical to ensuring strong client retention, growth, and long-term partnerships.

Key Responsibilities

Client Relationship Management

● Act as the primary point of contact for assigned client accounts.

● Build strong, long-term relationships with clients through regular communication and reviews.

● Understand client goals and align platform usage accordingly.

Account Handling & Support

● Handle day-to-day client queries related to onboarding, integrations, platform usage, billing, and campaigns.

● Coordinate with internal teams (Tech, Ops, Product, Finance) to resolve issues promptly.

● Ensure timely resolution of tickets and escalations.

Customer Satisfaction & Retention

● Maintain and improve CSAT and NPS scores across accounts.

● Proactively identify risks of churn and take corrective actions.

● Ensure renewals and contract continuations are managed smoothly.

Training & Enablement

● Conduct onboarding and periodic training sessions for clients (platform usage, best practices, new features).

● Create or update training materials, guides, and FAQs as required.

● Drive feature adoption and usage optimisation across accounts.

Growth & Upsell Support

● Identify upsell, cross-sell, and expansion opportunities within existing accounts.

● Collaborate with sales for account expansion initiatives.

● Share client feedback and market insights with the product and leadership teams.

Reporting & Documentation

● Maintain accurate records of client interactions, issues, and resolutions in CRM.

● Share regular account health and performance reports internally.

Required Skills & Qualiffications

● 2–3 years of experience in account management, customer success, or client servicing roles.

● Experience working in SaaS, CPaaS, telecom, or digital platforms is a strong plus.

● Excellent communication and presentation skills.

● Strong problem-solving and stakeholder management ability.

● Comfortable conducting client trainings, demos, and walkthroughs.

● Ability to manage multiple accounts simultaneously without compromising quality.

● Familiarity with CRM tools, ticketing systems, and collaboration tools.

Key Traits We’re Looking For

● Customer-first mindset

● High ownership and accountability

● Structured, organized, and detail-oriented

● Calm under pressure and good at handling escalations

● Comfortable working with cross-functional teams

What Success Looks Like in This Role

● High CSAT / NPS across assigned accounts

● Strong client retention and renewals

● Reduced escalations and faster resolution times

● Increased platform adoption and usage

● Strong client trust and advocacy

Pay: AED5,000.00 - AED7,000.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer relationship management: 3 years (Required)

Language:

• Hindi (Required)

Location:

• Dubai (Required)

Work Location: In person