Customer Success Manager

We’re on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we’ve imagined and created some of the most well-loved products for travelers all around the world.

Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That’s why we work tirelessly to make your experience of planning & booking flights, hotels, and trips as seamless as possible.

The Role:

As a Customer Success Manager, you will manage a portfolio of key clients across the MENA region, working to build strong relationships, enhance client satisfaction, and drive product adoption. You will develop tailored success plans, proactively engage with clients, and collaborate with cross-functional teams to ensure an exceptional customer experience. This role requires a deep understanding of the MENA region and will report to the Customer Success Lead based in India.

What you will be working on:

You will be responsible for client relationship management, customer success planning, strategic account management, and proactive client engagement. Your responsibilities will also include providing data-driven insights, managing escalations, and utilizing regional expertise to optimize customer success strategies.

Core Responsibilities:

• Client Relationship Management: Build and maintain relationships with key stakeholders, acting as the primary client advocate.

• Customer Success Planning: Develop and execute success plans focused on product adoption and client objectives.

• Strategic Account Management: Manage high-value clients, providing guidance to maximize their product value.

• Proactive Engagement: Conduct regular meetings and communications to support clients, gather feedback, and address concerns.

• Data-Driven Insights: Use customer data to identify trends and provide actionable insights to drive client success.

• Cross-Functional Collaboration: Work with Sales, Product, and Support teams to ensure seamless customer experiences.

• Escalation Management: Identify potential issues and manage escalations for timely resolution.

• Regional Expertise: Leverage MENA market knowledge to tailor customer success strategies.

Skills and experience:

Minimum Experience:

• Bachelor’s degree in Business, Management, or related field.

• 5+ years in Customer Success, Account Management, or similar roles, focusing on enterprise clients.

• Experience in the business travel industry is preferred.

• Strong understanding of the MENA region and experience working with clients in Gulf countries.

• Proven track record in driving customer success, satisfaction, and retention.

• Data-driven with strong analytical skills and experience using success metrics.

Nice to haves:

• Proficiency in Arabic and English; additional languages are a plus.

• Familiarity with customer success tools and platforms.

• Experience working with global teams and managing cross-border relationships.