Customer Success Manager (Dubai)

Responsibilities

• Own a portfolio of ~100 B2B accounts (≈30% high-touch) with structured follow-ups and prioritisation
• Lead onboarding kick-offs and deliver training for new clients
• Drive renewals, expansions and upsells proactively using usage and business insights
• Identify account growth opportunities and build adoption plans to maximise ARR/MRR
• Run exit interviews and capture churn insights
• Build customer advocacy: secure reviews, testimonials and case studies
• Collaborate cross-functionally (Sales, Product, Support) to improve success playbooks and customer outcomes

Requirements

• Full professional English (C1)
• Minimum 3 years experience in Account Management or Customer Success (B2B, preferably SaaS)
• Proven track record managing 50+ accounts
• Strong experience with renewals, upsells and revenue-driven account plans
• Experience leading commercial conversations (pricing, discounting, upselling)
• Excellent communication, presentation and interpersonal skills
• High emotional intelligence and customer-driven mindset

Preferred Qualifications

• Arabic fluency (C1/C2) preferred
• Familiarity with virtual data rooms, board portals or secure collaboration tools
• Background in B2B SaaS sales or post-sales roles
• Experience working with enterprise / strategic accounts in MENA

Benefits

• Remote-first flexibility with occasional in-person client meetings in Dubai
• Home workplace budget and co-working expense coverage
• Individual IT budget and top-tier tech tools
• Learning & development support (Ideals Academy + external funding)
• Medical insurance (Cigna Gold 100% plan)
• Paid health-related time-off and paid leave
• Team-building events, local meetup budgets and internal referral programme

About the Company

Ideals is a global B2B SaaS company delivering secure collaboration products (Virtual Data Room and Board solutions) used by millions worldwide. The Customer Success team is central to our customer-centric culture and market leadership. This Dubai-based role supports Ideals' growth across the MENA region and requires candidates to be located in or near Dubai to join occasional face-to-face meetings.