Senior Customer Success Manager UAE

About Giftify

Giftify is a global leader in customizable gift card solutions, partnering with over 400 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.

The Opportunity

We are seeking a Senior Customer Success Manager to oversee and grow our client relationships across the UAE and wider GCC region.

This is a senior, autonomous role for someone who can combine commercial strategy with hands-on client management — driving both retention and growth in a dynamic, evolving environment.

You’ll act as the bridge between clients and internal teams, ensuring that our partners achieve measurable success while helping Giftify scale efficiently in the region. You’ll also have the opportunity to contribute to process improvements, regional strategy, and best practice development as we expand our footprint.

What You’ll Do

• Own and grow strategic accounts across the UAE and GCC, ensuring satisfaction, retention, and expansion opportunities.
• Serve as a trusted advisor to senior stakeholders (C-level and marketing leadership) within major retail and real estate groups.
• Operate with full autonomy in managing your portfolio — from contract renewals and upsells to issue resolution and performance reporting.
• Identify and share market insights, client feedback, and growth opportunities to shape Giftify’s regional strategy.
• Partner cross-functionally with Sales, Product, and Operations to ensure smooth delivery and realistic client expectations.
• Help build structure and documentation to strengthen the Customer Success function in the Middle East.
• Contribute to the development of scalable workflows and reporting standards for the region.
  
  

• 10+ years of experience in Customer Success, Account Management, or Business Development in fintech, SaaS, retail, or payments.
• Strong commercial mindset — you understand how retention, upselling, and operational excellence drive revenue.
• Proven success managing high-value accounts and long-term client partnerships across the UAE / GCC / MEA.
• Highly autonomous and proactive, able to thrive in an entrepreneurial setup with evolving processes.
• Process-oriented and analytical — comfortable introducing structure and documentation where needed.
• Excellent communication and stakeholder management skills, with the ability to influence senior decision-makers.
• Fluent in English (Arabic is a plus).
• Based in Dubai or willing to relocate; flexible hybrid working is possible within the region.
  
  

• Join a fast-growing international fintech with 25+ nationalities and a strong presence across Europe and the Middle East.
• Play a strategic role in shaping Giftify’s Customer Success function and regional growth.
• Work with global retail leaders while contributing to meaningful innovation in the customer engagement space.
• Enjoy a competitive compensation package, flexibility, and clear growth potential as we scale in the UAE and beyond.