Customer Success Manager - Cloud Services (Relocate and based in Dubai)

Job Focus:Primary focus on customer success, account retention, and value realization; secondary focus on account expansion.Ensure enterprise clients continuously derive business value from the company, proactively identify churn signals, resolve service issues, drive account retention, and capture organic expansion opportunities.

Key Responsibilities

Onboarding & Success Planning: Validate customer business goals, contract commitments, key stakeholders, and technical usage plans.Retention & Value Realization: Conduct account reviews, analyze usage drops, coordinate technical optimization with SA/TAM, and lead churn intervention.Portfolio Segmentation: Categorize clients by revenue, technical complexity, risk levels, and engagement frequency.Renewals & Standard Account Expansion: Manage contract renewal cycles and drive expansion sales for assigned standard accounts within authorized limits.Incident Escalation & Alignment: Manage customer expectations during major technical incidents; track issue resolution internally.Operations & Billing Support: Coordinate with Operations on billings, collections, and billing dispute resolution.Key Performance Indicators & Capacity ManagementPrimary Indicator: Account Retention Rate & Preventable Churn Control (GRR / NRR tracked as financial indicators).Value Adoption: Verification of client usage growth, cost optimization outcomes, and adoption of cloud services.Risk Closure: Timely resolution of consumption anomalies, payment overdues, service complaints, and executive contact changes.Secondary Indicator: Account expansion revenue from assigned standard accounts.

Requirements

Minimum Degree in relevant fields.Minimum 3 years of experience in Customer Success, Account Management, or Post-Sales Commercial Management in B2B Tech.Industry background such as Cloud, Managed Service Provider (MSP), SaaS, Cybersecurity, or IT Infrastructure.Fluent working proficiency in English and Mandarin.Willing to relocate to Dubai, UAE as a full-time office work.