Customer Success Manager

About the Role Can you own a complex client relationship from campaign launch to commercial growth? Can you move confidently between performance data, operational details, product discussions, and executive-level conversations? Do you spot risks before they become escalations and take action without waiting to be chased? we are looking for a Customer Success Manager who can become the trusted owner of one of our most important enterprise accounts. This is not a support or coordination-only position. You will lead the relationship end-to-end, balancing flawless execution with strategic thinking, commercial judgment, and a strong understanding of influencer marketing performance. What You’l Do Strategic Account Leadership • Build and lead the account plan, connecting day-to-day activity to long-term growth. • Develop trusted relationships with operational contacts, decision-makers, and senior client leadership. • Lead performance reviews, strategic business discussions, and commercial conversations. • Identify opportunities to expand the relationship and strengthen client value. Campaign and Influencer Operations • Oversee campaign setup, influencer codes, posting schedules, content approvals, and go-live timelines. • Coordinate last-minute changes while keeping all stakeholders informed and aligned. • Maintain clear reporting across performance-based and fixed-fee creator activity. • Ensure campaigns move efficiently from planning through execution and validation. Performance and Commercial Management • Track results across creators, channels, coupon types, revenue, and commission spend. • Monitor campaign pacing, identify performance gaps, and recommend corrective actions. • Maintain accurate validation records and support timely month-end closure and invoicing. • Track payment timelines and manage commercial commitments in line with agreed terms. Product and Process Improvement • Translate client pain points into structured requirements for Product and technical teams. • Identify opportunities to replace manual processes with scalable, automated solutions. • Coordinate product requests from discovery through delivery and client adoption. • Contribute meaningful account insights to product roadmap discussions. Stakeholder and Risk Management • Lead cross-functional collaboration across Product, Influencer, Data, Finance, and Commercial teams. • Maintain clear documentation and a reliable paper trail for changes, approvals, and discrepancies. • Handle escalations and commercial disputes with confidence, professionalism, and sound judgment. • Know when to resolve independently and when escalation is necessary. What You’ll Bring • Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field. • Strong experience owning a large enterprise account within influencer marketing, e-commerce, performance marketing, SaaS, MarTech, or a digital agency environment. • Demonstrated success growing account revenue—not simply maintaining client relationships. • Confidence presenting to and challenging director, VP, or C-level stakeholders. • Strong commercial awareness, including experience with invoicing, contractual commitments, validations, and payment follow-up. • Ability to interpret dashboards, investigate data anomalies, and turn performance insights into action. • Excellent project management, documentation, prioritisation, and follow-through. • Experience working closely with Product or technical teams to translate client needs into scalable solutions. • Clear, proactive communication and the ability to manage multiple high-priority workstreams under pressure. • Dubai-based or immediately relocatable; knowledge of the regional luxury or premium e-commerce market is an advantage. What Success Looks Like You keep the client and internal teams informed without being chased. You understand both the commercial goal and the operational detail required to achieve it. You build credibility with senior stakeholders, resolve issues before they grow, and create measurable progress across account performance, client satisfaction, product adoption, and long-term growth. Show more Show less

Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field. Strong experience owning a large enterprise account within influencer marketing, e-commerce, performance marketing, SaaS, MarTech, or a digital agency environment. Demonstrated success growing account revenue—not simply maintaining client relationships. Confidence presenting to and challenging director, VP, or C-level stakeholders. Strong commercial awareness, including experience with invoicing, contractual commitments, validations, and payment follow-up. Ability to interpret dashboards, investigate data anomalies, and turn performance insights into action. Excellent project management, documentation, prioritisation, and follow-through. Experience working closely with Product or technical teams to translate client needs into scalable solutions. Clear, proactive communication and the ability to manage multiple high-priority workstreams under pressure. Dubai-based or immediately relocatable; knowledge of the regional luxury or premium e-commerce market is an advantage.

Strategic Account Leadership: Build and lead the account plan, connecting day-to-day activity to long-term growth; develop trusted relationships with operational contacts, decision-makers, and senior client leadership; lead performance reviews, strategic business discussions, and commercial conversations; identify opportunities to expand the relationship and strengthen client value. Campaign and Influencer Operations: Oversee campaign setup, influencer codes, posting schedules, content approvals, and go-live timelines; coordinate last-minute changes while keeping all stakeholders informed and aligned; maintain clear reporting across performance-based and fixed-fee creator activity; ensure campaigns move efficiently from planning through execution and validation. Performance and Commercial Management: Track results across creators, channels, coupon types, revenue, and commission spend; monitor campaign pacing, identify performance gaps, and recommend corrective actions; maintain accurate validation records and support timely month-end closure and invoicing; track payment timelines and manage commercial commitments in line with agreed terms. Product and Process Improvement: Translate client pain points into structured requirements for Product and technical teams; identify opportunities to replace manual processes with scalable, automated solutions; coordinate product requests from discovery through delivery and client adoption; contribute meaningful account insights to product roadmap discussions. Stakeholder and Risk Management: Lead cross-functional collaboration across Product, Influencer, Data, Finance, and Commercial teams; maintain clear documentation and a reliable paper trail for changes, approvals, and discrepancies; handle escalations and commercial disputes with confidence, professionalism, and sound judgment; know when to resolve independently and when escalation is necessary.