Customer Success Manager -Digital Marketplace
At a glance
Manager-level Customer Success role at Fa Ewzx Saasfaprod1. Abu Dhabi · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Guide B2B buyers and partners through onboarding, then maintain those relationships
- Set and run market-entry and marketing plans for the target regions
- Hire, train and lead customer success teams working across local markets
- Take charge of buyer satisfaction, escalations and the practices that build trust
- Turn customer feedback into structured input for Product and Tech
What you bring
- At least eight years in customer success, sales or account management on digital platforms or in logistics
- A bachelor’s degree in a related discipline
- Hands-on experience creating onboarding and support approaches that can scale
- A record of leading teams distributed across multiple regions
- English proficiency and experience in emerging markets, particularly Africa or MENA
Who this fits
This role suits a customer success leader with regional experience across Africa or MENA and a focus on adoption, retention and satisfaction. The position is based in Abu Dhabi and involves leading teams across multiple geographies.
From the employer
Leads marketplace growth by acquiring and supporting buyers across Africa and MENA, ensuring trust, satisfaction, and long-term adoption. Owns customer lifecycle management, escalations, and localized engagement strategies.
Key Responsibilities
• Lead onboarding and relationship management for B2B buyers and partners
• Define and execute go-to-market and marketing strategies in target markets
• Build, train, and manage localized customer success teams
• Own customer satisfaction, escalations, and trust-building mechanisms
• Provide structured feedback loops into Product and Tech for continuous improvement
• Min 8 years in customer success, sales, or account management in digital platforms or logistics
• Strong background in emerging markets, especially Africa/MENA
• Proven success in building scalable onboarding and support models
• Experience leading distributed teams across multiple geographies
• Thinking: Market foresight, cultural fluency, customer insight-driven
• Results: Clear orientation to adoption, retention, and customer satisfaction
• People: Strong communicator, trust-builder, empathetic leader
• Self: Resilient, adaptable to fast-changing environments
• Tools: CRM Tools
Leadership Priorities
• Build trusted customer base in launch markets
• Establish playbooks and frameworks for onboarding and engagement
• Set customer trust as a visible leadership priority across the organization
• Verified buyer onboarding (MENA/Africa): Target ≥ 100 per country in 3 months
• Activation rate (onboarded to inquiry): Target ≥ 40%
• First support response time: Target ≤ 12 hours
• Issue resolution time: Target ≤ 24 hours
• Buyer trust score/NPS: Target ≥ +40
• Buyers reordering within 30 days: Target ≥ 30%
Educational and Technical Qualifications:
Graduate with 8-10 Years of Experience in a similar role and a bachelor degree in a related field
Language Skills:
English is mandatory, Arabic
Years of Experience:
Minimum 8 years of experience
Nature of Experience:
TBD
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