Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Manages strategic customer relationships, drives product adoption, and ensures retention for a secure multi-cloud content platform with an accent on delivering value, developing strategic success plans, and managing escalated issues. Focus on fostering long-term customer partnerships, collaborating with internal teams for product enhancements, and performing business reviews.

Location: Hybrid (Dubai, United Arab Emirates). Requires 3 days minimum in office.

Company

hirify.global is a secure multi-cloud platform for content security and governance that enables organizations to protect and collaborate on their most valuable content.

What you will do

• Become a product expert and deliver value to clients.
• Manage new customers from sales handover to implementation, ensuring successful onboarding and adoption.
• Develop strategic success plans outlining critical factors and metrics for your customer segment.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure retention.
• Champion the customer experience, leading engagements in partnership with sales and other internal teams.
• Manage the resolution of escalated customer issues and maintain positive relationships with product and engineering teams.

Requirements

• Bachelor’s degree or equivalent.
• 3+ years of customer-facing experience with a track record of service excellence in the MENA region.
• Proven success managing customer relationships at a software, services, or SaaS company.
• Proactive approach with demonstrated capability to identify and mitigate risk.
• Previous experience with tech companies, specifically SaaS solutions.
• Able to communicate fluently in English and Arabic.

Culture & Benefits

• Generous Time Off: 24 days of paid annual leave, plus all applicable public holidays.
• Fully Covered Health Insurance: Employer-paid private medical coverage for you and your dependents.
• End-of-Service Gratuity: Provided in accordance with UAE labor law.
• Internet and Mobile Reimbursement: Monthly reimbursement for internet and mobile phone expenses.
• Tax-Free Earnings: Enjoy the full benefit of tax-free income in the UAE.