Customer Success Manager-MENA

About Shufti

Shufti is a global leader in AI-powered identity verification (IDV) and anti-money laundering (AML) solutions, offering advanced KYC (Know Your Customer), KYB (Know Your Business) and KYI (Know Your Investor) services that enable businesses to onboard customers securely and meet regulatory requirements. Founded in 2017 and trusted by industry leaders in FinTech, Crypto, Banking, E-commerce, and iGaming, our technology delivers real-time verification in over 240 countries and territories empowering a safer, fraud-free digital world.

The Customer Success Manager, MENA reports to the Head of Customer Success and owns the health, retention, and growth of the customer base, with in-region, in-hours coverage across the MENA region.. Growth means expanding existing customers; new logos stay with Sales. The job is hands-on, commercial, and proactive on both strategy and execution. The priority is MENA, though the company may also assign accounts from other regions or industries where it makes sense.
Responsibilities:
1. Customer Retention & Churn

• Own retention (GRR and NRR) and keep churn down: watch account health, balances, and usage, act early on downsell or at-risk signals, keep low-credit accounts on a top-up, recover negative balances, and run save plays with a clear save-or-exit call.

• Own renewals for the region, opening them well before expiry with an accurate forecast, and keep each account's stage and notes current in the CRM (lifecycle stage, churn reason, engagement status).

2. Account Expansion & Growth

• Own the region's expansion number: grow accounts through top-ups, upsells, cross-sells, and higher volume, and use each customer's industry, region, and regulations to pitch the right products.

• Push multi-product adoption so customers meet all their KYC, KYB, and AML needs with Shufti; secure longer terms and higher committed volume where it fits, move accounts up as they grow, and back every expansion with a real, logged conversation or plan.

3. Win-Back & Reactivation

• Reach out to churned accounts quickly and work to bring them back: first understand why they left and what they need now, then build the win-back around that.

• Run reactivation campaigns, record the churn reason, and close out accounts that are genuinely gone.

4. Onboarding & Time-to-Value

• Onboard new customers well: understand their business and use case first, run a smooth onboarding to first live traffic within the agreed timeline, and complete each step on time.

• Check the current plan and products actually meet the need and flag any gap with a fix; help the customer through integration and their first live requests, confirm they are set up and happy, and drive adoption with the Product and Technical teams while keeping success plans current.

5. Technical Enablement

• Be a hands-on product partner: configure and demo Journey Builder flows, the back office, reports, manual review, API keys, and guide integration (API, SDK, iframe) while keeping clients on the test account until they are production-ready.

• Troubleshoot issues like pass-rate drops, OCR errors, callback failures, capture reference IDs, pull in Tech when needed, and advise on setup choices (document types, biometrics, match-score thresholds, duplicate detection) and branding.

6. In-Region Coverage & Presence

• Provide live coverage in MENA business hours and support customers in English and Arabic. May require travel to meet key customers in person or represent Shufti at industry events and conferences when the company needs it.

7. Regional & Regulatory Knowledge

• Know the compliance landscape for this book (UAE's CBUAE and free-zone regulator rules, Saudi's SAMA, key MENAFATF AML/KYC rules, and crypto and VASP obligations including the Travel Rule) and advise customers on how Shufti fits their obligations, without going beyond what Compliance and Legal approve.

• Become a trusted advisor by warning affected customers about new or upcoming regulations ahead of time so they can prepare, help and guide them across their wider identity and KYC needs (not only Shufti's own products), and track regulatory change and how Shufti compares to other vendors.

8. Customer Engagement & Advocacy

• Run planned, agenda-driven calls and reviews (MBRs and QBRs) at the right cadence for each tier, build real relationships with several contacts per account even when there is no open issue, and keep account plans and briefs current before each call.

• Drive advocacy (G2 reviews, case studies, press, customer references, and referrals to Sales) and keep NPS and CSAT healthy.

9. Cross-Functional & Teamwork

• Be the customer's main point of contact and their voice to Product, Engineering,Tech , and Compliance, and work day to day with the Head of Customer Success as well as with Sales, RevOps, Support,Tech, and Finance on client queries, handoffs, forecasting, escalations, and reporting (routing new logos to Sales).

• Be a strong team player: stay aligned with leadership and colleagues, and help teammates when needed.

Role Requirements

• Based in MENA, authorised to work in-region, and able to work MENA business hours. Fluent English and Arabic are required.

• 3+ years in Customer Success, Account Management, or a similar client-facing role, ideally in SaaS, identity verification, fintech, payments, or compliance.

• Technically confident with product configuration and API/SDK/integration topics, and a working knowledge of AML, KYC, and KYB and MENA regulations.

• A track record of owning retention and expansion targets, good CRM discipline, and clean forecasting.

• Willing to travel in-region, able to complete and maintain Shufti product certification, and committed to ongoing learning on our products and CS strategy; self-directed and energetic enough to manage a large book by prioritising well.

Compensation & Working Conditions

• Base salary plus variable commission under the Shufti CS Commission Structure (expansion, win-back, portfolio retention, onboarding, advocacy), which defined and subject to amendments by the Shufti senior leadership team

• Remote, home-based in MENA, working MENA business hours, with some in-region travel for customer meetings and events (sometimes outside standard hours; occasional cross-region travel), and extended periods of computer and video-call work.

A Note on Execution Visibility

Execution is measured by visibility. Every responsibility above should leave a clear trail in the CRM and our reports. We do not run on verbal updates. If it is not documented and visible to leadership, it is considered undone.

Equal Opportunity & Legal Notice

Shufti is an equal opportunity employer and welcomes qualified applicants regardless of any characteristic protected by applicable law. This job description is not exhaustive; duties, targets, region focus, and account assignments may change with business needs, and it is not a contract of employment.