Customer Success Manager

Darwinbox- one of Asia’s fastest Unicorns based out of DIFC, Dubai - is a mobile-first, AI-enabled cloud-based HR platform that partners with enterprises to unlock their HR potential. They automate an organization’s HR needs across the entire hire-to-retire employee lifecycle from Recruitment, Onboarding, Core transactions (Leave, attendance & Payroll) to engagement, Performance Management and People Analytics.

They support 800+ global enterprises covering 2+million employees across 143 countries (e.g., Nivea, Starbucks, Sephora, Zara, and AXA, along with Ghassan Aboud, Al Zayani, Property Finder, EFS Facilities Services, Jashanmal, Alinco, Lulu Group in the region). With marquee investors including the likes of Microsoft, Salesforce, Sequoia, TCV- they are the only Asian origin vendor on Gartner’s Magic Quadrant and are rated the highest globally at 4.8/5 Gartner’s customer review platform- Peer Insights.

About the Role: We are seeking a Customer Success Manager to play a critical role in driving the strategic success and transformation of HR systems. You will serve as a bridge between business needs and technology, leveraging your expertise to drive impactful outcomes in workforce management. You will focus on improving customer engagement, product adoption, and ensuring long-term partnerships, while also identifying cross-sell and upsell opportunities to maximize customer value.

Key Responsibilities:

• Optimize Customer Success Processes: Leverage innovative tools and technologies to enhance the efficiency and effectiveness of customer success processes, driving improved outcomes for customers.
  
  
• Customer Advocacy & Engagement: Curate compelling case studies, testimonials, and references to highlight customer success stories and ensure continuous engagement.
  
  
• Boost Product Adoption: Develop and execute strategies to enhance product usage and adoption tailored to HR SaaS needs.
  
  
• Cross-sell and Upsell: Identify and pursue cross-sell and upsell opportunities to expand product usage within existing accounts, increasing customer lifetime value.
  
  
• Maximize Renewals: Drive strategies that maximize customer renewals and foster long-term partnerships by understanding customer needs and aligning solutions.
  
  
• Collaborate Across Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and a unified product roadmap.
  
  
• Client Relationship Management: Build and maintain trusted relationships with key stakeholders, using client feedback to influence product innovation and enhancements.
  
  

Qualifications:

• Experience: Minimum 6+ years of experience in customer success or a similar role within the HR or HCM space, with a proven track record of driving customer outcomes and identifying cross-sell/upsell opportunities.
  
  
• Adaptability: Ability to thrive in a fast-paced, evolving environment while balancing strategic thinking and execution.
  
  
• Sales Acumen: Proven ability to identify and execute on cross-sell and upsell opportunities, contributing to increased revenue.
  
  
• Data-Driven: Ability to analyze and interpret customer success metrics, making informed decisions that drive results.
  
  
• Stakeholder Management: Experience in building and maintaining relationships with key stakeholders, both internally and externally.