About the Role
As a Customer Expansion Manager based in Dubai, you will play a crucial role in building and scaling Customer Success across a high-growth region. You will manage a growing portfolio of new and existing customers, helping them realize value from the company’s solutions through strong onboarding, adoption, retention, and ongoing account management. Collaborating closely with the Sales team, you will build trusted customer relationships, strengthen account health, protect revenue, and identify opportunities for growth and expansion. This position is ideal for someone who thrives in a fast-paced environment, enjoys building new working methodologies, and is confident in managing customers at various stages of their journey.
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Key Responsibilities
- Establish and deliver a consistent, scalable Customer Success approach across newly onboarded and existing accounts.
- Support customer onboarding and early target engagement, ensuring customers achieve initial value quickly and confidently.
- Proactively engage customers to understand their goals, guide adoption, and strengthen relationships throughout their lifecycle with the company.
- Identify risks early—especially in new or transitioning accounts—and drive actions to improve account health, retention, and satisfaction.
- Use account insights to identify growth opportunities and lead commercial conversations or partner with sales as needed.
- Work closely with Sales and other internal teams to ensure smooth handovers, aligned messaging, and a seamless customer experience in a high-growth environment.
- Communicate effectively across customer stakeholder groups, surfacing opportunities and issues early and driving them toward resolution.
- Lead and coordinate internal account teams, fostering collaboration across functions to support onboarding, adoption, and long-term success.
- Achieve defined performance metrics, including customer satisfaction, retention, backlog growth, and annual revenue contribution.
- Support additional initiatives that help establish and scale Customer Success in the region.
- Understand and adhere to all corporate policies, including the company Code of Business Conduct and Ethics.
Knowledge, Skills and Experience Required
- 5+ years’ experience in customer-facing roles.
- Strong business and negotiation skills.
- Proven experience with account planning and review processes, including customer experience and relationship management.
- Experience with recurring revenue business models, commercial and contractual term-based software license agreements, account planning, and management processes, particularly in the payments space as applicable to banking and financial intermediaries.
- Experience in the payments industry is required.
Core Capabilities
We seek colleagues who embody our core capabilities that shape our culture and allow us to make a meaningful impact together:
- Ensure Accountability: Holding self and others accountable to meet commitments.
- Drives Results: Consistently achieving results, even under tough circumstances.
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Cultivate Innovation: Creating new and better ways for the organization to be successful.
- Collaborates: Building partnerships and working collaboratively with others.
- Courage: Stepping up to address difficult issues and articulating what needs to be said.
Contract and Work Authorization
- Applicants must be currently authorized to work in Dubai on a full-time basis.
Benefits
In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package—all within an innovative and collaborative work environment.
