Senior Customer Success Manager

Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on us, and were scaling fast across India and the Middle East.

Were hiring a Senior Customer Success Manager to own our most strategic Middle East accounts. This role is for someone who has done CS at a SaaS company before, has handled $50K–$250K+ ACV accounts, and is ready to take CXO-level conversations end-to-end.

What youll own

• Strategic accounts across the Middle East - retention, adoption, growth, renewals
• Trusted advisor relationships with CMOs, Heads of Marketing, and Heads of CRM
• Campaign and journey planning using Xenos playbooks (first-to-repeat, win-back, loyalty activation)
• Quarterly and monthly business reviews - ROI storytelling, product showcases, expansion conversations
• Cross-functional partnership with Product, Implementation, and Sales to remove client blockers
• Mentoring Associate CSMs and helping shape playbooks as we scale the CS function

Youll thrive here if you have

• 4–7 years in Customer Success, Key Account Management, or Strategic Consulting
• Experience in SaaS/Martech ideally CRM, CDP, Loyalty, Marketing Automation, or Offer Management
• Comfort running CXO-level conversations and leading commercial discussions (renewals, upsells)
• Sharp analytical instincts you can read campaign data, spot whats broken, and propose what to fix
• Exposure to omnichannel retail, F&B, or e-commerce clients
• Bonus: working knowledge of Excel/SQL, experience in the GCC market

Why Xeno

• High-ownership role, youll work directly with founders and leadership
• Real impact on product roadmap , your customer signal shapes what we build
• Open culture, flat hierarchy, sharp teammates
• Fast-growth SaaS environment