Customer Success Manager (Arabic Speaker)

Location: Remote- working GCC business hours. What you ll do: • Own customer outcomes. Be the primary point of contact for your accounts. Understand their business goals and turn them into WebEngage use cases that drive measurable results. • Build relationships. Keep engagement high through regular calls and on-site meetings across the GCC. • Drive adoption. Run usage and adoption reviews, find under-used capabilities, and recommend new use cases that fit each customer s marketing goals. • Protect retention. Track account health, flag risks early, and act before issues affect satisfaction or renewal. • Grow revenue. Own renewals and find upsell and cross-sell opportunities to increase revenue per account. • Deliver campaigns. Design, implement and optimise cross-channel lifecycle and retention campaigns across email, push, SMS, WhatsApp, in-app and web, including Arabic-language content and localisation. • Enable customers. Train customer teams in Arabic and English so they become confident, self-sufficient users. • Communicate insights. Build reports and QBR presentations that explain performance and business impact to marketing leaders. • Collaborate cross-functionally. Work with Product, Solutions, Support and Sales to turn customer needs into solutions and product feedback. • Build advocacy. Develop customer references, testimonials and case studies. • Apply AI. Use AI tools to improve how you and your customers work, such as automating reporting, analysis, campaign content or internal workflows. Nice-to-have • MBA or business degree • Experience with GCC clients in retail, e-commerce, fintech or media • Familiarity with CDPs, CRMs, mobile measurement platforms (AppsFlyer, Adjust), ad platforms and SEO • Knowledge of WhatsApp Business API messaging Life at WebEngage: • We take transparency very seriously. Along with a full view of team goals, get a top-level view across the board with our monthly & quarterly town hall meetings. • A highly inclusive work culture that promotes a relaxed, creative and productive environment. • Practice autonomy, open communication, growth opportunities,while maintaining a perfect work-life balance Must-have: • Native-level fluency in Arabic and English (reading, writing, speaking). You ll run meetings, training, presentations and written communication in both languages. • Comfortable with Gulf dialect in conversation and Modern Standard Arabic in writing • 3+ years in B2B SaaS Customer Success or Account Management, ideally in martech • A track record of owning renewals and upsell, with retention or expansion numbers you can share • Hands-on experience with at least one customer engagement platform, such as MoEngage, CleverTap, Braze, Bloomreach, Salesforce Marketing Cloud or Marketo • Working technical knowledge of SDKs, APIs, web and mobile (iOS/Android) integrations, and basic HTML/CSS/JavaScript, enough to troubleshoot with customers tech teams • Practical use of LLMs (Claude, ChatGPT, Gemini, DeepSeek, etc.) in daily work, plus a conceptual understanding of RAG and MCP • At least one AI-powered automation you ve built for an internal team or a customer, which you ll be asked to walk through • Composure and diplomacy when handling escalations • High ownership: you take problems end to end without waiting to be told • Willingness to travel across the GCC for on-site customer meetings • Bachelor s degree in IT, Computer Science or a related field, or equivalent technical experience