Customer Success Manager

Responsibilities

• Own the post-sales client lifecycle for a portfolio of engineering and construction clients across the UAE
• Conduct quarterly business reviews and account health checks
• Drive product adoption, onboarding and technical enablement with solutions engineering
• Identify and close upsell and cross-sell opportunities to grow ARR
• Proactively manage retention and reduce churn through targeted success plans
• Develop and maintain customer success playbooks, KPIs and reporting (NPS, usage, health)
• Coordinate with sales, product and delivery teams to escalate and resolve customer issues

Requirements

• B2B Customer Success
• 4+ Years Experience
• Engineering/SaaS Experience
• HubSpot/Gainsight
• Account Expansion
• Churn Reduction
• Arabic Fluency
• Technical Onboarding
• PMP or CSM

Preferred Qualifications

• Proven track record managing 20–50 enterprise accounts in B2B SaaS or engineering services
• Experience running QBRs, customer health frameworks and NPS programs
• Strong commercial acumen with demonstrable upsell/expansion outcomes
• Familiarity with CRM and CS tooling (HubSpot, Gainsight, analytics)
• Excellent communication skills in English; Arabic language skills strongly preferred

Benefits

• Annual leave
• Medical insurance
• Paid leave
• Transportation allowance

About the Company

KILONEWTONS is an engineering and technology firm operating in the UAE, serving clients across construction, engineering and SaaS verticals. The Customer Success Manager will be based in Dubai (hybrid) and will play a strategic role in driving adoption, retention and expansion among key enterprise accounts. The company offers career growth opportunities and the autonomy to build customer success processes and playbooks from the ground up.