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Customer Success Manager- Dubai
location icon Location
Dubai, Dubai, United Arab Emirates
company icon Company - What would you Build?
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About us
Innovation is fuelled by the power of possibilities. A few years ago, it was virtually impossible to innovate because building software needed a degree, it was simply too expensive, too complex, too risky and ultimately too inefficient. That’s why only 16% of projects were ever done on budget and 78% failed.

We're changing that. We’re flipping software development on its head and kicking out the notion that you need to be an expert or do boot camps to learn how to make your app.’s platform lets you order the perfect software app for whatever problem you’re trying to solve. Our AI powered assembly line brings together Lego-like reusable features and experts from around the world to bring world-class ideas to life – ANYONE’s world-class ideas.

Building software needs to be like ordering pizza – pick what you want, get recommendations for the features you need and simply wait till it's cooked and ready for you.

Our human-assisted AI platform helps anyone build, run & scale tailor-made software. Everyone from the bakery in Riyadh and nursery in London, to large fortune 100 companies like the BBC or Pepsi.

Life at Builder
It’s a place where everything moves at lightning speed and it’s certainly not for the faint of heart. We celebrate diversity and push everyone to do more with less, while creating and championing a culture that empowers everyone to experiment, push boundaries and learn by doing. Every Builder runs to our core value system of HEARTT (Heart, Entrepreneurship, Accountability, Respect, Trust & Transparency) and we’re always looking for team players with a point of view, a sense of humility and a let’s-get-stuff-done attitude.

Our scale-up is at the intersection of a quirky startup where designers and machine learning specialists work on problems together and savvy commercial teams working with finance folks to invent new business models. #WhatWillYouBuild

About the opportunity
We are looking to grow a team of exceptional Customer Success Managers in our Dubai Delivery Team who will be responsible for ensuring the ongoing success of customers using our Studio Store products.

About Studio Store
Studio Store is Builder’s app store for small businesses such as Retail & Grocery stores, restaurants, and gyms, to take their business online quickly and affordably. The store offers ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support.

Over the next 3 years, we expect to scale this product line to over 25k+ SME customers globally through direct and partner channels.

About the role
Customer Success Managers (CSMs) partner with customers to ensure they’re able to use the products and services provided by Builder effectively to achieve their business goals. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

Whether the customer is a retail customer using our eCommerce product, or a restaurant owner using the restaurant product, it’s the responsibility of the CSM to enable the customer to effectively use the product to achieve their business ambitions.

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction working closely with other employees to ensure customer questions, concerns and problems are addressed in a timely manner.

The successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.


  • Pre-sales support - providing product expertise to support sales teams
  • Ownership of the onboarding process so customer onboarding happens successfully and within the target timeframe so they can quickly experience business value
  • Defining and implementing customer training and enablement programmes for your product or region to ensure customer product adoption
  • Effective ongoing support and resolution of customer queries in a timely manner to drive continued product success
  • Cross-sell and upsell services and products from the Ecosystem relevant to customer needs
  • Promote value through customer experience
  • Review customer complaints and concerns and seek to improve the overall customer experience
  • Conduct weekly and monthly review of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics
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