Customer Success Manager

Customer Success Manager Enterprise Accounts

Company: Flick Network
Location: Remote (India)
Employment Type: Full-time
Experience: 4–7 Years
Working Hours: UAE Business Hours (Monday–Friday)
Department: Customer Success / Account Management
Reports To: Founder
Travel: Occasional travel to UAE, Oman and Saudi Arabia for client meetings.

About Flick Network

Flick Network is an e-invoicing and compliance technology company helping businesses navigate government-mandated e-invoicing requirements across the UAE, Saudi Arabia, Oman, Malaysia, Nigeria, the Philippines, Jordan and other markets.

We are an accredited Peppol Access Point, connecting enterprise ERP systems such as SAP, Oracle, Microsoft Dynamics, NetSuite and Zoho with tax authority platforms.

Our clients include leading organisations across energy, telecommunications, transportation, retail and other industries.

Job Summary

We are looking for a proactive and results-driven Customer Success Manager – Enterprise Accounts to manage and grow a portfolio of enterprise and mid-market customers.

The ideal candidate will take ownership of the complete customer lifecycle, from onboarding and implementation to go-live, relationship management, renewals and account expansion.

This is a client-facing, ownership-driven role that requires excellent communication, strong follow-up skills, commercial awareness and the ability to coordinate multiple internal teams.

You will act as the primary point of contact for customers, ensuring timely responses, successful project delivery, customer satisfaction and long-term business growth.

Key Responsibilities

1. Enterprise Client Relationship Management

• Own and manage a portfolio of enterprise and mid-market accounts.
• Act as the primary point of contact for client stakeholders, including CFOs, Finance Controllers, IT Heads and Procurement Teams.
• Conduct client kick-off meetings, weekly status calls and periodic business reviews.
• Ensure all client queries and communications receive timely responses, preferably within one business hour.
• Maintain regular communication and proactively identify customer concerns.

2. Customer Onboarding & Project Delivery

• Drive customer onboarding and implementation activities through to successful go-live.
• Coordinate Peppol, FTA and other regulatory registrations.
• Follow up on ERP integration, master data readiness, UAT and client approvals.
• Coordinate with Integration, Technical, Support and Project Delivery teams.
• Monitor project timelines, identify delays and escalate blockers proactively.
• Ensure projects are delivered within committed timelines.

3. Account Growth & Revenue Expansion

• Identify opportunities for account expansion, including additional entities, countries, ERP integrations and product modules.
• Identify upselling and cross-selling opportunities within existing accounts.
• Coordinate with the Sales team to convert qualified expansion opportunities.
• Drive subscription renewals and ensure timely renewal planning.
• Build long-term relationships that generate repeat business and customer referrals.

4. Customer Retention & Satisfaction

• Monitor account health and proactively identify potential customer churn.
• Develop and execute customer recovery plans wherever required.
• Collect customer feedback, testimonials and case studies.
• Work with Product and Engineering teams to address recurring customer challenges.
• Maintain accurate CRM records, account updates and communication history.

Required Qualifications & Experience

• 4–7 years of experience in Customer Success, Key Account Management, Enterprise Account Management or B2B SaaS Sales.
• Proven experience managing enterprise clients and multiple stakeholders.
• Experience in account growth, upselling, cross-selling and subscription renewals.
• Strong communication and client relationship management skills.
• Ability to manage multiple customer accounts and implementation projects simultaneously.
• Strong follow-up, negotiation and problem-solving abilities.
• Good understanding of ERP integrations, APIs, data mapping and UAT processes.
• Excellent verbal and written English communication.
• Comfortable working with international clients and UAE business hours.
• Experience using CRM platforms such as HubSpot, Zoho CRM or Salesforce.

Preferred Qualifications

• Experience in e-invoicing, fintech, ERP, SaaS or tax compliance solutions.
• Knowledge of UAE FTA, Saudi ZATCA, Oman Fawtara and Peppol regulations.
• Experience working with clients in the GCC region.
• Familiarity with Jira and project management tools.
• Arabic language skills will be an added advantage.

Key Performance Indicators (KPIs)

• Client response time: Within 1 business hour.
• Client meeting follow-ups: Same business day.
• Project go-live achievement: 90% or above.
• Gross Revenue Retention: 95% or above.
• Customer satisfaction: Average 9/10.
• Proactive identification of account expansion opportunities.
• Timely renewals and customer retention.

Ideal Candidate Profile

We are looking for someone who:

• Takes complete ownership of customer relationships.
• Is proactive and follows up without waiting for reminders.
• Can confidently communicate with senior management and enterprise stakeholders.
• Has a commercial mindset and understands revenue growth.
• Can manage challenging client situations with professionalism.
• Is highly organised and capable of managing multiple priorities.
• Focuses on customer retention, satisfaction and long-term business relationships.

If you are passionate about customer success, enterprise relationship management and driving business growth, we would love to hear from you!

Job Location: Remote – India
Company: Flick Network
Employment Type: Full-time