Customer Success Manager - Enterprise SaaS

About the Role Our Client is looking for a commercially driven Customer Success Manager to own client revenue growth, product adoption, retention, and account success across enterprise accounts in Qatar and select GCC markets , including Saudi Arabia, Oman, Bahrain, and Kuwait. This is a senior individual contributor role focused on managing strategic enterprise relationships, driving account expansion, and delivering measurable commercial outcomes. The ideal candidate will combine strong Customer Success expertise with a proven ability to manage revenue targets, identify growth opportunities, and engage effectively with executive-level stakeholders. Key Responsibilities Regional Commercial Growth & Revenue • Drive end-to-end client revenue growth across Qatar, Saudi Arabia, Oman, Bahrain, and Kuwait. • Own and consistently deliver against revenue, retention, and account growth targets. • Identify, negotiate, and close cross-sell and upsell opportunities within existing accounts. • Develop account growth strategies aligned with client business objectives. Redemption & Product Adoption • Develop a strong understanding of redemption categories, including travel, digital gift cards, experiences, and merchandise. • Monitor and drive redemption volumes and overall platform adoption. • Collaborate with client and internal Growth teams to tailor offerings to GCC consumer preferences. • Identify opportunities to improve engagement, usage, and customer value. Strategic Account Management • Own the post-sale lifecycle for large enterprise, banking, and government-linked clients. • Develop and execute structured customer success and account plans. • Ensure smooth client onboarding and ongoing adoption. • Conduct regular Quarterly Business Reviews (QBRs) with key stakeholders. • Proactively identify and mitigate retention and account risks. • Build long-term relationships with senior and executive-level client stakeholders. Stakeholder Management & Regional Expertise • Navigate regional procurement processes, governance requirements, and business practices across GCC markets. • Build trusted relationships with clients and stakeholders across Qatar, Saudi Arabia, Oman, Bahrain, and Kuwait. • Understand local business culture and relationship-driven decision-making processes. Cross-Functional Collaboration • Partner with Product, Growth, Operations, Support, and other internal teams to resolve client issues. • Provide actionable client feedback to influence product and roadmap improvements. • Coordinate resolution of complex integration, operational, and service-related issues. • Ensure client requirements are effectively communicated and addressed internally. Nice to Have • Experience in loyalty programs, customer engagement platforms, fintech, or B2B SaaS . • Experience working with Tier-1 banks, telecom operators, large conglomerates, or government-linked organizations . • Experience managing enterprise accounts across Qatar, Saudi Arabia, Oman, or other GCC markets. • Exposure to digital rewards, employee engagement, loyalty, or consumer rewards ecosystems. Required Qualifications & Experience • 4 6 years of experience in Customer Success, Account Management, Key Account Management, or a similar customer-facing commercial role. • Proven track record of managing revenue, retention, and account growth targets . • Experience managing complex enterprise accounts across Qatar and/or GCC markets , including KSA, Oman, Bahrain, or Kuwait. • Strong understanding of enterprise procurement cycles and commercial practices in the Gulf region. • Demonstrated ability to identify and close cross-sell and upsell opportunities . • Strong commercial acumen with an outcome-oriented approach to Customer Success. • Experience managing senior and executive-level stakeholders. • Strong communication, presentation, negotiation, and relationship-management skills. • Ability to translate product capabilities into clear business value and ROI for enterprise and C-level stakeholders. • Fluency in English with strong professional communication skills. • Arabic proficiency is preferred. • Must be based in Doha, Qatar , with a valid QID / transferable work residency.