The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted business advisor and a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value and ultimately successfully close renewals maximizing upsells and minimizing churn. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. In addition, you will embed AI-driven optimization into your daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Key Responsibilities
- Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
- Be a Trusted Advisor to your customers by helping them adopt the company's products and services to meet their needs and make them successful.
- Work with your account teams to plan and execute long-term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.
- Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
- Own or be an active participant in several customer touchpoints including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.
- Demonstrate how your customer engagement directly impacts revenue growth and adoption of the company's solutions and services.
Commercial & Renewals
- You are ultimately responsible for the retention and growth of your book of business. You will own and drive the renewal including maintaining and reporting an accurate weekly forecast.
- Negotiate and execute renewal contracts in accordance with customer objectives.
- You will be an expert in deal construction and pricing strategy. You will directly be designing renewals to create a win-win for customers and the company.
- Analyze data and leverage tools to identify selling opportunities and business value.
- Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
Qualifications
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
- 2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
- Bachelor's degree and/or other professional qualifications.
- Direct experience in commercial sales, negotiation, and deal closure.
- Strong understanding of or willingness to learn about computer networking and "how the internet works," with network security a plus.
- Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals.
- Expertise in SaaS retention and sales process and excellent knowledge of value-driven sales.
- Excellent problem-solving skills with the ability to creatively achieve resolutions.
Compensation
For Portugal based hires: Estimated annual salary is between €53,000 - €73,000.
Equity
This role is eligible to participate in the company's equity plan.
