Customer Success Manager

Customer Success Manager

Dubai, UAE

Role Overview

We’re partnering with an ambitious, fast-growing fintech that’s building a next-generation

platform across digital payments, banking, cards, crypto, and financial services. This is a

unique opportunity to join at an early stage and build the entire Customer Success function

from the ground up, working directly alongside the Chairman to shape the customer

experience as the business scales.

Operating in a lean, high-growth startup environment, you’ll combine hands-on customer

leadership with operational strategy, process design, automation, and team building. This

role is ideal for someone who thrives in fast-paced environments, enjoys taking ownership,

and wants to make a visible impact on the growth of a business.

Key Responsibilities

• Build and scale the Customer Success function, designing customer support

processes, SLAs, knowledge management, and operational frameworks from the

ground up.

• Deliver an exceptional customer experience by owning complex customer issues and

working cross-functionally with Product, Engineering, Compliance, and Operations.

• Recruit, develop, and lead internal and external customer support teams while

implementing quality standards and performance management processes.

• Drive operational excellence through AI-powered automation, self-service initiatives,

and continuous process improvement.

• Act as the voice of the customer, partnering with Product teams to improve the

platform and ensure customer readiness for new product launches.

Ideal Candidate

• 8+ years’ experience in Customer Success, Customer Operations, or Customer

Support within fintech, payments, banking, crypto, or another high-growth technology

environment.

• Proven experience building and scaling customer operations, with a strong

operational mindset and passion for improving customer journeys.

• Comfortable working in a lean startup environment with a hands-on approach, high

levels of ownership, and direct exposure to founders and executive leadership.

• A proactive, self-starting individual who thrives in ambiguity, enjoys building from

scratch, and is excited by the opportunity to shape a function as the business grows.