Customer Success Manager (Hybrid in Abu Dhabi)

About us

Momos is a rapidly growing company headquartered in Singapore and San Diego. Our mission is to help food and beverage, retail, and other multi-location businesses drive their entire customer lifecycle, all powered by AI.

At Momos, our core principle is putting our customers at the forefront of everything we do. Since day one, we have embedded valuable feedback and input from our partners into our company culture and product. This collaborative approach has been instrumental in creating a solution that truly meets the needs of our customers. Today, we are proud to be trusted by over 5,000 businesses globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

Role Overview:

We are seeking a highly motivated and experienced Customer Success Manager to join our dynamic team. In this role, you will be responsible for ensuring our clients receive exceptional support and guidance, driving product adoption, and fostering long-term relationships. Your goal will be to help our clients achieve their business objectives and maximize the value they derive from our solutions.

Key Responsibilities:

Client Interaction:

• Act as the primary point of contact for clients, delivering timely and effective support through various channels (email, chat, and phone).
• Conduct regular check-in meetings, business reviews, and training sessions to ensure alignment, address concerns, and drive adoption and satisfaction.

Product Knowledge:

• Develop an extensive understanding of our software, including its features, functionalities, and setup processes.
• Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients.

Issue Resolution:

• Conduct thorough investigations and troubleshooting to resolve client issues promptly.
• Escalate complex cases to the appropriate internal teams when necessary for efficient issue resolution.

User Support & Guidance:

• Provide comprehensive support and guidance to users across our customer base, ensuring a positive and consultative customer experience.
• Develop and execute comprehensive success plans tailored to each client, outlining objectives, milestones, and strategies for achieving desired outcomes.

Customer Advocacy:

• Serve as an advocate for clients within the organization, championing their needs and feedback to drive product enhancements and improvements.
• Identify opportunities for customers to proactively act as advocates (e.g., testimonials, case studies).

Collaboration:

• Collaborate effectively with internal teams such as Sales, Product, Delivery, and Support to ensure seamless implementation, onboarding, and ongoing support for clients.
• Share feedback and information on local trends, including competitor insights, customer needs, sales, product, and marketing information.

• 3-5 years of proven Customer Success experience, preferably in B2B Software companies.
• Fluent communication in English and Arabic.
• Strong aptitude for creative problem-solving and a track record of tackling challenging scenarios.
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Excellent interpersonal skills, maintaining a positive demeanour and outstanding communication abilities.
• Ability to work independently and remotely, managing multiple tasks and priorities with ease.
• Familiarity with CRM software and other relevant tools.
• Passionate about working with customers and dedicated to exceeding their goals.

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity

Momos is an equal-opportunity workplace where we embrace diversity and different cultures. We started as an international company and know that building an organization with different experiences, thoughts, and opinions allows our team to grow and excel.