Senior Customer Success Manager UAE
Giftify
Date: 2 weeks ago
City: Dubai
Contract type: Full time
About Giftify
Giftify is a global leader in customizable gift card solutions, partnering with over 400 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.
The Role
We are looking for a Senior Customer Success Manager to join our team in Dubai. In this role, you will operate with a high degree of autonomy and decision-making authority. You will manage strategic client relationships, drive adoption of our solutions, and directly impact the success of our Customer Success function in the UAE. This is a role for someone who can hit the ground running, bring in-depth expertise in Customer Success, and proactively partner with both clients and internal leadership without the need for handholding. You will report to the Head of Customer Success, based in our Brussels HQ.
Key Responsibilities
Giftify is a global leader in customizable gift card solutions, partnering with over 400 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.
The Role
We are looking for a Senior Customer Success Manager to join our team in Dubai. In this role, you will operate with a high degree of autonomy and decision-making authority. You will manage strategic client relationships, drive adoption of our solutions, and directly impact the success of our Customer Success function in the UAE. This is a role for someone who can hit the ground running, bring in-depth expertise in Customer Success, and proactively partner with both clients and internal leadership without the need for handholding. You will report to the Head of Customer Success, based in our Brussels HQ.
Key Responsibilities
- Manage and grow strategic client accounts across the UAE, ensuring high retention and satisfaction.
- Operate independently to identify opportunities for upsell, cross-sell, and value creation.
- Act as a trusted advisor to senior stakeholders within client organizations, helping them achieve their business objectives through Giftify's solutions.
- Anticipate client needs and proactively propose solutions, driving long-term partnerships.
- Collaborate cross-functionally with Product, Sales, and Operations to influence roadmaps and deliver client success.
- Provide input to leadership on market trends, client feedback, and growth opportunities in the UAE region.
- Proven track record (6–10+ years) in Customer Success, Account Management, or related fields within fintech, SaaS, or payments.
- Strong business acumen with advanced knowledge of Customer Success and related disciplines (sales, product, operations).
- Comfortable making independent decisions with wide latitude; able to manage complexity and ambiguity.
- Exceptional relationship-building and communication skills with C-level stakeholders.
- Data-driven approach with experience in KPIs, renewals, and expansion strategies.
- Open to frequent travel within the UAE as required by the role.
- Fluent in English; Arabic is a plus.
- Based in Dubai.
- Work in a dynamic and international environment with over 25 nationalities.
- Play a key role in shaping the customer success function in a growing fintech company.
- Enjoy competitive salary and benefits, plus opportunities for career growth.
- Be part of a team that values strong client relationships and long-term success.
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