Website:
citizeneor.com
Job details:
As a Customer Success Manager at Citizen, you will serve as the strategic driver behind client satisfaction, retention, and account growth within our telecommunications portfolio. You will bridge the gap between complex telco service deliveries and client success, ensuring enterprise accounts maximize the value of their solutions while maintaining exceptional satisfaction standards across the region.
๐๐ฃ๐ฟ๐ฎ๐ฐ๐๐ถ๐ฐ๐ฎ๐น ๐ฑ๐ฒ๐๐ฎ๐ถ๐น๐
- Job ID: CEOR-2026-CSM05
- Location: Dubai, United Arab Emirates
- Work Mode: On-site / Hybrid
- Career Level: Executive / Mid-Level
- Experience: Minimum 3+ years
- Employment Type: Full-Time
- Salary: AED 5,500 โ AED 7,000 per month, depending on qualifications and experience
- Department: Customer Service and Experience
- Reporting To: Head of Customer Experience
๐ Relocation Requirement: This position is based in Dubai, UAE. Candidates currently outside the UAE must be willing and available to relocate to the UAE if selected. Relocation and visa support may be provided to eligible international candidates, subject to company policy and employment terms.
๐ Responsibilities
- Account Ownership & Relationship Management: Manage a portfolio of enterprise telco clients, serving as their primary point of contact from post-onboarding through the entire customer lifecycle.
- Service Adoption & Value Realization: Proactively monitor client usage, operational KPIs, and service adoption rates to ensure clients achieve their desired business outcomes with our telecommunications products and HR technology solutions.
- Service Level Agreement (SLA) Oversight: Collaborate with network operations and service delivery teams to track SLA performance, resolve high-priority escalations, and communicate root-cause analyses (RCAs) clearly to clients.
- Retention & Renewal Strategy: Track client health scores, identify risk factors early, and implement proactive retention strategies to minimize churn and secure timely contract renewals.
- Upsell & Expansion Opportunities: Identify account expansion, cross-sell, and upsell opportunities in alignment with the clientโs growing operational needs, partnering with sales teams to drive business growth.
- Customer Advocacy & Voice of Customer (VoC): Gather ongoing client feedback, operational pain points, and product feature requests, advocating for client needs internally with Product and Operations teams to refine our offerings.
- Review Meetings & Reporting: Lead quarterly business reviews (QBRs) and operational check-ins, presenting quantitative performance reports and strategic roadmaps to client decision-makers.
๐งพ Experience & Requirements
- Experience: 2+ years of proven track record in a Customer Success, Key Account Management, or Client Relationship role within the Telecommunications or Telecom-SaaS sector.
- Education: Bachelorโs degree in Business Administration, Telecommunications, Information Technology, or a related field.
- Telco Domain Knowledge: Strong understanding of telecommunications services, connectivity solutions, cloud services, and SLA frameworks.
- Analytical Skills: Demonstrated ability to analyze client data, health metrics, and SLA performance to derive actionable insights and strategic recommendations.
- Communication & Negotiation: Exceptional verbal and written communication skills in English (Arabic is a strong advantage), with strong presentation and client-facing negotiation capabilities.
- Problem-Solving: Proactive mindset with a high degree of adaptability and sound judgment when managing client escalations and cross-functional solutions.
๐ Employee Benefits Package
- Competitive tax-free UAE salary package.
- Structured compensation comprising basic salary, housing allowance, and transportation allowance, as applicable.
- Comprehensive health insurance in accordance with company policy and applicable UAE requirements.
- Paid annual leave and public holidays.
- Relocation support for eligible international candidates.
- Visa and immigration support.
- Initial accommodation support, where applicable.
๐ฉ How to Apply
Interested in joining the team?
Option 1 โ Apply by Email
Send your updated CV to jobs@citizeneor.com
Email Subject: Customer Success Manager โ CEOR-2026-CSM05
Option 2 โ Apply Online
Submit your application directly through the official Citizen careers page:
https://citizeneor.com/careers
Customer Success Manager โ CEOR-2026-CSM05
Click on Apply to know more.
