Customer Success Manager

This is a remote position.

The Customer Success Manager (CSM) at Great Place to Work Middle East plays a pivotal role in building long-term value-driven relationships with clients after the point of sale. The CSM ensures successful onboarding efficient usage of the Emprising platform and maximization of client outcomes through continuous support proactive engagement and strategic alignment. By acting as a trusted advisor the CSM not only drives high client satisfaction and retention but also identifies growth opportunities through upselling cross-selling and timely service enhancements.

This role requires a blend of technical knowledge project management capability interpersonal skill and commercial acumen ensuring that clients experience tangible value and remain advocates of the GPTW brand.

Key Responsibilities:

Client Onboarding & Enablement

• Serve as the primary point of contact for a designated portfolio of post-sale client accounts acting as the central coordinator throughout the client lifecycle.
  
• Lead and manage the onboarding process including kickoff calls goal-setting briefing sessions and setup on the Emprising survey and analytics platform.
  
• Develop tailored onboarding plans based on each client s objectives industry and organizational structure.
  

Platform & Technical Support

• Guide clients through the survey configuration process employee communication strategies and reporting timelines.
  
• Provide platform training to key stakeholders ensuring effective use of Emprising for survey deployment data analysis and action planning.
  
• Troubleshoot technical issues and serve as the liaison between clients and product support teams when needed.
  

Client Engagement & Retention

• Monitor usage metrics adoption trends and survey health indicators to proactively identify risks or early signs of disengagement.
  
• Conduct regular check-ins to evaluate client satisfaction project progress and service performance.
  
• Deliver personalized coaching and resource recommendations based on observed gaps in client knowledge or engagement.
  

Strategic Account Management

• Coordinate with Account Managers and Sales Leads to support renewal upsell and cross-sell efforts.
  
• Prepare and lead impactful Quarterly Business Reviews (QBRs) and success recaps showcasing survey results benchmarks KPIs and actionable insights.
  
• Document all key client interactions action plans and updates in Zoho CRM for full visibility across internal teams.
  

Content & Communication

• Share updates on GPTW s latest research product features service enhancements and upcoming opportunities (e.g. Certifications regional lists webinars).
  
• Partner with the Marketing and Research teams to disseminate thought leadership content and customized resources to relevant clients.
  
• Support internal alignment by relaying customer feedback feature requests and experience pain points to product and operations teams.
  

Certification & Recognition Journey

• Coordinate with the Certification and List team to facilitate a seamless verification and eligibility process for client submissions.
  
• Ensure clients meet key milestones required for Great Place to Work Certification and guide them through potential list recognition opportunities.
  

Community & Event Engagement

• Facilitate virtual events product walkthroughs and education-based webinars to foster learning community building and platform engagement particularly among ASSESS-tier and first-time clients.
  
• Represent GPTW ME during client sessions training workshops and recognition events to reinforce strategic partnerships.
  

Requirements

Key Competencies & Skills:

• Strong client relationship and communication skills (written and verbal)
  
• Project management and time management capabilities
  
• Analytical thinking and data literacy
  
• Ability to present insights clearly and consultatively
  
• Familiarity with survey tools dashboards or HRIS platforms (preferred)
  
• Proficiency in CRM systems (Zoho preferred) and project tracking tools
  
• High emotional intelligence problem-solving mindset and customer empathy
  

Qualifications:

• Bachelor s degree in Business Psychology HR or a related field (Master s is a plus)
  
• 3 5 years of experience in customer success client services HR consulting or SaaS account management
  
• Experience supporting enterprise and/or regional clients across varied sectors
  
• Fluency in English required; Arabic is an advantage