Manager, Client Success

Location: Middle East, ideally Dubai, United Arab Emirates
Work Arrangement: To be confirmed

About the Opportunity
We are recruiting on behalf of a client operating in the technology and workplace safety sector. Our client develops innovative technology solutions that help organizations improve worker safety, strengthen operational visibility, and support effective incident response.

The Manager, Client Success will play a key role in driving customer satisfaction, product adoption, client retention, and account growth. Reporting to the Vice President, Client Success, this individual will oversee the day-to-day operations of a team of approximately 5–8 Client Success Managers while advancing strategic initiatives that support departmental and organizational objectives.

Based in the Middle East (ideally Dubai, United Arab Emirates), this role requires a hands-on leader who can develop a high-performing team, build strong client relationships, and collaborate across departments to maximize customer value and long-term business growth.

Candidates must be based in the Middle East (Dubai) or willing and eligible to work from Dubai, UAE.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and mentor a team of Client Success Managers, promoting accountability, collaboration, and results-driven performance.
• Identify individual and team development needs and implement strategies to strengthen capabilities and performance.
• Support Client Success Managers in developing and executing strategic customer account plans.
• Establish clear expectations and ensure the team consistently delivers a high standard of client service.
• Support the development of procedures, training materials, and team practices to improve consistency and effectiveness.

Client Retention & Account Growth

• Oversee client retention initiatives and provide ongoing coaching to help the team achieve retention objectives.
• Oversee customer service contract renewals, including renewal quotations, follow-up, and completion.
• Guide the team in applying consultative sales methodologies to identify, develop, and close account expansion opportunities.
• Identify opportunities to improve product adoption, strengthen client relationships, and increase revenue from existing accounts.
• Support the resolution and escalation of client concerns, coordinating appropriate internal resources to maintain customer satisfaction.

Cross-Functional Collaboration

• Work closely with internal departments to support client needs, resolve issues, and improve the overall customer experience.
• Ensure relevant customer feedback and emerging trends are communicated to product management and other appropriate teams.
• Help identify longer-term trends that may affect customer satisfaction, product utilization, or client retention.
• Maintain a strong understanding of the organization's products and services to ensure the Client Success team can effectively support its customers.

Reporting & Operational Effectiveness

• Monitor and report on key performance indicators (KPIs), team performance, and operational outcomes.
• Identify meaningful performance metrics and use reporting and analysis to inform decisions and improvements.
• Monitor team schedules and resource requirements to support service delivery across local and international markets.
• Recommend adjustments to schedules and processes to meet changing operational demands.
• Proactively identify opportunities to improve workflows, process efficiency, and overall team effectiveness.
• Perform additional responsibilities as required.

Qualifications & Experience

• Post-secondary education or an equivalent certification in business or a related field is considered an asset.
• At least two years of experience leading a customer-facing customer support or client success team.
• Demonstrated success leading, motivating, and developing a team to achieve performance targets.
• Ability to drive results and adapt effectively in a changing business environment.
• Experience identifying and interpreting meaningful KPIs, preparing reports, and analyzing operational performance.
• Strong written and verbal communication skills, with excellent interpersonal and relationship-building abilities.
• Proven ability to collaborate across departments and manage competing priorities.
• A continuous improvement mindset, with the ability to identify and implement process efficiencies.

Key Skills & Attributes
The ideal candidate is a confident, people-focused leader who combines strong coaching and relationship management skills with a practical, results-oriented approach. They are comfortable navigating change, making data-informed decisions, and balancing client needs with business objectives.

They bring a collaborative leadership style, strong organizational skills, and a commitment to developing their team while continuously improving the customer experience.

Total Rewards
Our client offers a competitive rewards package designed to support employee well-being, career development, and work-life balance. Benefits and offerings will depend on the employment arrangement and may include:

• Competitive base salary and compensation reviews.
• Health and wellness benefits.
• Mental health and wellness resources.
• Flexible work arrangements, where applicable.
• Paid annual leave and other applicable leave entitlements.
• Professional development opportunities and education funding.
• An inclusive, collaborative, and purpose-driven workplace culture.
• Employee perks and other benefits.

Diversity, Equity & Inclusion
Our client is committed to fostering an inclusive and equitable workplace where individuals from diverse backgrounds and experiences can thrive. All qualified applicants will be considered fairly and without discrimination.

Reasonable accommodations are available throughout the recruitment process upon request.