Customer Success & Support Manager

About Applied AIApplied AI is reshaping how enterprises manage document-heavy processes through AI-powered automation. Our solutions help businesses in regulated industries streamline operations, reduce manual workloads, and improve service delivery. Headquartered in Abu Dhabi, we serve a growing list of clients across the Middle East, Europe, and North America.Position Overview We are seeking a Customer Success & Support Manager to lead the operational delivery and team development of our customer experience function. This role blends leadership, process design, and hands-on client support to ensure consistently high service standards across our customer base.The ideal candidate will have prior experience working in high-volume, tech-enabled environments such as Careem, Deliveroo, Talabat, or other technology platforms where customer success and customer support intersect. This is a strategic role with tactical accountability, requiring someone who can operate confidently across day-to-day management and long-term CX planning.Key Responsibilities Team Leadership & Customer Success Strategy Lead, coach, and grow a team of Customer Success and Customer Support professionals Create and maintain SOPs, SLAs, escalation frameworks, and response playbooks Set and monitor team KPIs including response time, resolution time, CSAT, and NPSClient Engagement & Issue Management Act as senior point of contact for escalated enterprise clients Monitor trends in user feedback to recommend product improvements or issue resolutions Ensure a smooth customer journey from onboarding through post-implementation support System Management & CX Operations Administer and optimize tools such as Hub Spot Service Hub, Intercom, Zendesk, or equivalent Design and implement automations, workflows, and self-service resources to scale support Oversee ticketing, reporting, and knowledge management processes Cross-Functional Collaboration Interface with Product and Engineering teams to relay client feedback and prioritize fixes Work closely with the Solutions team during onboarding and transition phases Coordinate with Marketing and Rev Ops to refine onboarding, support, and engagement materials Candidate Requirements Minimum 5 years of experience in Customer Success, Customer Support, or CX roles, with at least 2 years in a managerial or team leadership capacity Background in high-growth technology businesses, preferably in logistics, delivery, Saa S, or e-commerce Strong experience with CRM and support tools (Hub Spot, Zendesk, Intercom)Excellent communication, team development, and cross-functional collaboration skills Comfortable working in a fast-paced, dynamic environment with evolving processes Bachelor's degree required; additional certifications in customer experience, support, or operations management are a plus #J-18808-Ljbffr