Customer Success Manager

Role Overview

We are seeking a Customer Success Manager (CSM) based in Dubai, UAE, who will play a key role in driving customer success, retention, and growth across Pulse iD's portfolio of banking and enterprise clients.

This role combines strategic account management, marketing partnership enablement, and loyalty program optimisation. You will act as the primary point of contact for clients-overseeing implementation, campaign performance, and ongoing engagement-while ensuring that Pulse iD solutions deliver tangible business value.

The ideal candidate has a strong background in marketing and loyalty, excels in stakeholder management, and brings experience in managing and expanding enterprise client relationships.

Key Responsibilities

• Act as the trusted advisor and main point of contact for assigned clients, ensuring successful onboarding, adoption, and optimisation of Pulse iD solutions.
• Partner with client marketing and product teams to design and execute data-driven loyalty and engagement strategies.
• Conduct regular business reviews, presenting performance insights, marketing results, and ROI-driven recommendations.
• Collaborate cross-functionally with Product, Engineering, and Marketing teams to ensure client requirements are prioritised and delivered effectively.
• Manage the full customer lifecycle-from onboarding to renewal-ensuring satisfaction and sustained value delivery.
• Identify and execute upsell and cross-sell opportunities to expand client relationships and revenue.
• Build and maintain strong relationships with key stakeholders across marketing, loyalty, and technology functions.
• Monitor account health, proactively identify risks, and implement strategies to maintain client retention and advocacy.
• Translate client feedback into actionable insights to inform product development and service enhancements.

Requirements

• Based in Dubai, UAE (mandatory).
• 3-5 years of experience in Customer Success, Account Management, or Marketing-preferably in fintech, loyalty, or payments.
• Proven track record in managing enterprise clients and building long-term stakeholder relationships.
• Strong marketing and campaign management background, with an understanding of engagement and loyalty strategies.
• Experience in upselling, renewals, and expanding existing client relationships.
• Excellent communication and presentation skills, capable of influencing across multiple levels including senior executives.
• Analytical thinker with the ability to interpret data and translate it into actionable insights and growth opportunities.
• Proactive, organised, and customer-focused, with a passion for driving measurable outcomes.

Why Join Pulse iD

• Be part of a visionary fintech shaping the future of customer loyalty and digital engagement.
• Collaborate with top-tier clients, including leading banks and global financial institutions.
• Enjoy flexibility through a remote-friendly and globally connected work culture.
• Access career growth opportunities in an innovative, high-growth environment.

To Apply

If you're passionate about helping brands and financial institutions deliver exceptional customer engagement and loyalty experiences, we'd love to hear from you.

Please submit your application through our Careers Portal:

Pulse iD is an equal opportunity employer and values diversity in all its forms. We welcome applicants from all backgrounds, without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.