Customer Success Manager

Overview

The role requires full ownership of a sophisticated client relationship, from campaign initiation to driving commercial growth, within the influencer marketing space. This Customer Success Manager will be the primary point of contact for a key enterprise account, combining flawless operational execution with strategic insight, commercial acumen, and deep knowledge of performance marketing.

Key Responsibilities

• Develop and manage a comprehensive account plan linking daily activities to long-term growth objectives.
• Establish and nurture strong relationships with operational teams, decision makers, and senior leaders on the client side.
• Lead meetings covering performance analysis, strategic planning, and commercial negotiations.
• Spot opportunities to expand the account and enhance client value.
• Manage the full campaign lifecycle including setup, influencer coordination, content approvals, and schedule adherence.
• Adapt to last-minute campaign changes while maintaining alignment among stakeholders.
• Deliver transparent, accurate reporting on both performance-based and fixed-fee influencer engagements.
• Ensure smooth progress of campaigns from planning stages through to execution and validation.
• Analyze performance metrics across creators, channels, coupon types, revenues, and commissions to track outcomes effectively.
• Identify gaps in campaign pacing and recommend strategic corrections.
• Maintain validation documentation and assist in timely invoicing and month-end closing.
• Monitor payment schedules and enforce contractual commercial terms.
• Collaborate with Product and technical teams by translating client challenges into actionable product improvements and scalable solutions.
• Manage cross-departmental coordination involving Product, Influencer, Data, Finance, and Commercial teams.
• Document changes, approvals, and dispute resolutions transparently and maintain a clear audit trail.
• Handle escalations and commercial disagreements using professionalism and sound judgment, discerning when to resolve independently or escalate.

Candidate Profile

• A bachelor's degree in Business, Marketing, Communications, Technology, or a related field is required.
• Proven leadership managing significant enterprise accounts in influencer marketing, e-commerce, performance marketing, SaaS, MarTech, or digital agencies.
• Track record of not just managing but growing account revenues substantially.
• Comfort engaging and challenging senior executives including directors, VPs, and C-suite stakeholders.
• Strong commercial skills including invoicing, contract management, validation processes, and payment tracking.
• Ability to dive deep into performance dashboards, identify anomalies, and translate insights into actionable strategies.
• Excellent skills in project management, documentation, prioritization, and timely follow-up.
• Experience collaborating with Product or technical teams to develop scalable client solutions.
• Clear and proactive communication, with capability to balance multiple high-priority tasks effectively under pressure.
• Must be based in or willing to relocate immediately to Dubai; familiarity with regional luxury or premium e-commerce markets is a plus.

Success Metrics

Success will be defined by proactive communication avoiding delays, comprehensive understanding of both operational and commercial objectives, earning senior stakeholder trust, preempting and resolving challenges quickly, driving measurable improvements in account health, client satisfaction, and product adoption, and supporting sustainable business growth.