Customer Success & Support Manager

Dubai, United Arab Emirates | Posted on 08/24/2025CASABOT is the AI-powered home automation platform that transforms any space into an intelligent, intuitive environment. Seamlessly connecting devices across brands, CASABOT eliminates complexity and guesswork—no apps, no commands, just effortless automation. Whether for homes, hotels, or commercial spaces, CASABOT delivers luxury-level technology with unmatched simplicity, real-time support, and smart energy management—designed to enhance daily living and future-proof properties.Job DescriptionAbout the RoleAs CASABOT’s Customer Success & Support Manager, you’ll be the voice of our customers—ensuring they not only love our product but also feel empowered using it. You’ll lead onboarding, ongoing engagement, and technical support across residential, commercial, and hospitality clients, playing a critical role in customer retention and satisfaction.Own and improve the customer lifecycle from onboarding to renewal.Deliver exceptional technical and non-technical support through chat, phone, and email.Build scalable onboarding and training processes.Manage and mentor support engineers and success agents.Monitor and report on customer health scores and satisfaction metrics.Act as the internal voice of the customer—partnering with Product and Engineering on feature feedback and issue resolution.Lead implementation of customer self-service resources and knowledge bases.Handle escalations and critical customer issues with urgency and empathy.Collaborate with Sales and Account Management on upsells and renewals.RequirementsCustomer Success & Relationship Management5+ years of experience in Customer Success or Support roles, preferably in SaaS, IoT, or Smart Home/PropTechProven track record in reducing churn and increasing customer satisfactionExperience with customer journey mapping and lifecycle strategyTechnical ProficiencyFamiliarity with smart home ecosystems (Zigbee, Z-Wave, Matter, Wi-Fi, etc.)Ability to understand and communicate technical concepts to non-technical usersExperience with support ticketing systems (e.g., Zendesk, Freshdesk)Exceptional communication and interpersonal skillsCustomer-first mindset with a high emotional intelligenceExperience hiring, coaching, or managing support/success teamsTools & SystemsCRM (HubSpot, Salesforce, or similar)Project management tools (Asana, Notion, Trello)Nice to HaveExperience in pre-launch or startup environmentsFamiliarity with AI or automation platformsMultilingual capabilities (especially Arabic, German, French or Italian)Help shape the future of AI-powered smart livingWork with a global, mission-driven teamRemote-friendly culture with flexible hours#J-18808-Ljbffr