Customer Success Manager
We need a Customer Success Manager to become a strategic partner to enterprise ecommerce clients across the region, owning the full relationship from onboarding through renewals, upsells and cross-sells while feeding client insight straight back into product and marketing. This is a full-time role and will work a hybrid schedule based in Dubai, UAE.
Frequently Asked Questions
- Manage a portfolio of 10-20 clients: onboarding, training, and driving both revenue growth and product adoption
- Serve as the primary point of contact and ambassador for Pattern with your accounts
- Handle contract renewal and upsell negotiations, alongside more senior colleagues or Sales where needed
- Run quarterly business reviews and planning sessions with strategic clients and key stakeholders
- Keep clients current on the latest Meta and Google strategies, and on ROI Hunter's own updates and experiments
- Feed real client feedback into Product and build case studies with Marketing to highlight wins
- Build and maintain relationships with Meta and Google partner contacts tied to your shared clients
- Direct, client-facing experience managing a B2B portfolio, meaning you've owned relationships in person or by phone, not just managed accounts by email
- Solid knowledge of performance marketing, enough to hold your own on Meta and Google Ads campaign strategy, not just navigate the platforms
- A data-driven, goal-oriented mindset and comfort turning account data into a recommendation a client can act on
- Excellent communication and presentation skills. You can explain complex concepts clearly and hold the room in a QBR
- Knowledge of the online retail environment
- Based in Dubai. Fluent English; Arabic is a plus given our client base in the region, though not required
- Clients see measurable ROAS and ROI impact they can point to on your accounts
- You're the one they call for a strategic conversation, not just a support ticket
- Retention and revenue on your book of accounts trend up over time
- Product adoption across your portfolio keeps growing, not just staying flat
What is a day in the life of a Customer Success Manager?
What will I need to thrive in this role?
What does high performance look like?
What is the team like?
You will work with the other Customer Success Managers on the EMEA team with Mariam being your manager. You will meet with Mariam on a regular basis to discuss your performance. This team is data driven and results oriented. You will collaborate regularly with members of your team to implement actionable solutions. Ideas and input are encouraged from all members.
Sounds great! What’s the company culture?
Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.
We are looking for individuals who are:
What is the hiring process?
- Initial phone interview with Pattern's talent acquisition team
- Video interview with the hiring manager
- Practical assignment - presentation for the final interview
- Final interview with our VP of Customer Success and the hiring manager
- Professional reference checks
- Executive review
- Offer
How can I stand out as an applicant?
- Discuss professional accomplishments with specific data to quantify examples
- Provide insights on how you can add value and be the best addition to the team
- Focus on mentioning how you would be partner obsessed at Pattern
- Share experience on any side projects related to data and analytics