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Support and Customer SuccessFull role brief
Customer Success Manager
Guide merchants from signed account to successful crypto payment volume.
This role manages merchant onboarding, launch readiness, adoption, and account health for MakePay customers in Dubai and the wider region. You will help merchants move from interest to live usage while keeping commercial, product, and support teams aligned.
Why this role matters
- Increase the number of merchants that move from signed agreement to active MakePay payment volume.
- Create a more predictable onboarding experience for merchants adopting crypto checkout and settlement workflows.
- Bring structured merchant feedback back to product, support, compliance, and sales.
What you will own
- Run onboarding plans, launch checklists, and adoption follow-ups for assigned merchants.
- Monitor account health, payment activity, blockers, and support themes that affect merchant success.
- Coordinate with sales, technical support, compliance, and product to remove launch and growth friction.
What you bring
- Customer success, account management, or implementation experience in B2B SaaS, fintech, payments, ecommerce, or crypto.
- Strong stakeholder management skills with the ability to guide both business and technical contacts.
- Comfort using account health data, product usage signals, and customer conversations to prioritize action.
Nice to have
- Experience onboarding merchants to payment gateways, checkout products, wallets, or settlement operations.
- Arabic or regional business experience across the UAE, GCC, or broader Middle East.
- Commercial instinct for renewals, expansion opportunities, and risk signals without losing customer trust.
First 90 days
- Map the assigned merchant portfolio by launch stage, usage health, blockers, and near-term opportunity.
- Create a repeatable onboarding plan that makes responsibilities, timelines, and launch criteria visible.
- Run the first success reviews with priority merchants and turn findings into product or support action items.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will partner with Dubai sales, support, product, compliance, and finance to help merchants adopt MakePay with confidence.