Customer Success Manager - MENA&APAC

<div><h3>About Us</h3><p>We're Thrive Learning, and we’re changing the way people learn at work. We believe learning should be easy, effective, and empowering, not a chore. That’s why we built the industry’s first truly modern, all-in-one learning experience. We didn’t just create a new product; we rewrote the rulebook. Doing things differently is in our DNA. Our technology is helping over 3 million people worldwide unlock their potential and grow their careers. You've probably heard of some of the brands we work with, like Volvo, Vodafone, Krispy Kreme, and Sky. They trust us to deliver learning experiences that their people actually want to use. We’re the fastest-growing learning technology company for a reason. Do you want to be part of a team that’s building something that matters and helping people thrive?</p><h3>The Role</h3><p>We’re on the hunt for a high-energy, people-powered Customer Success Manager who knows how to turn customers into communities and engagement into impact. This role is all about connection at scale: building buzzing spaces where customers learn, share, collaborate and thrive together. If you love bringing people together, turning insight into action, and showing up as your full self every day, keep reading. We are seeking a dynamic and experienced Customer Success Manager to join our team. The primary responsibility of this role is to manage and nurture our community of customers in the GCC region as well as APACi, ensuring their success and satisfaction with our products or services, adopting a one to many approach to designing and delivering customer engagement and success.</p><h3>Core Responsibilities</h3><ul><li>Community Engagement: Build, grow and maintain a bustling community through proactive engagement, both on and off-line. Facilitate collaborative discussions, Q&A sessions, product workshops, and feedback forums to embed our vibrant community into the industry-leading Thrive experience.</li><li>Relationship Management: Understand customers’ critical business needs, goals, pain-points and success criteria, helping them become an integral and engaged part of our business.</li><li>Advocacy&Feedback: Champion our brand and service, identify and generate advocates, and develop testimonials, case studies, and award certificates.</li><li>Retention&Renewals: Monitor customer health metrics such as usage patterns and satisfaction scores to identify actions required for expansion or to ensure retention/renewal.</li><li>Cross-functional Collaboration: Work closely with sales, marketing and product development teams to integrate customer success objectives into overall business mission.</li><li>Project focused Deliverables: Scope customer needs and design effective programs of workshops and support to achieve measurable and successful outcomes.</li></ul><h3>Essential Skills</h3><ul><li>Proven experience in L&D organisations, delivering learning interventions and driving impactful learning programmes.</li><li>Experience with Thrive platforms (or other LMS’s) with strong technical and hands‑on administration skills.</li><li>Ability to build strong relationships across all levels of the business, confidently engaging with senior leaders and team members alike.</li><li>Strong communication skills; ability to articulate complex ideas clearly.</li><li>Proficiency in using CRM software (e.g., Salesforce) for managing customer interactions.</li><li>Open to learning customer success principles coupled with analytical skills for interpreting data/metrics related to user engagement/activity within communities.</li><li>Empathetic listener; genuinely cares about helping customers succeed.</li><li>Innovative thinker who can devise creative solutions tailored specifically for the community’s needs.</li><li>Results‑driven mindset; constantly seeks ways to drive value for both customers and the organisation.</li><li>Team-player adept at collaborating across different departments internally while advocating externally on behalf of customers’ best interests.</li><li>Someone that is not afraid to bring 100% of themselves and their personality to work.</li><li>Desirable: customer success management/community management within a B2B or SaaS company.</li></ul><h3>Benefits</h3><ul><li>Unlimited Holiday to support work‑life balance</li><li>Thrivedays—a reduced workday every Friday (10:00–15:00), with no internal meetings</li><li>Flexible Working Hours within core hours (10:00–16:00)</li><li>Birthday&Christmas Off, including festive shutdown between Christmas&New Year</li><li>Work From Anywhere—fully remote-friendly (4 weeks a year)</li></ul><h3>What To Expect</h3><ul><li>Initial Screening Call: Introductory call with a member of our People Team to discuss Thrive and allow you to ask questions.</li><li>First-Stage Interview: Interview with a member of the team you would be joining to get to know you better and discuss why Thrive interests you and what you can add to our team.</li><li>Assessment Task: Prac