High-Travel Role : This role does not require continuous presence at a single client location.

- You will run a regular travel circuit across UAE, Saudi Arabia, and Southeast Asia for on-site MBRs, executive meetings, and key account relationship-building.

Candidates must be genuinely comfortable with frequent international travel as a core, - sustained part of the job.

About Swan :

- Swan is a retail-native customer engagement platform - purpose-built for the needs of modern retailers across loyalty, omnichannel campaigns, and customer analytics.

- We compete with and differentiate from players like MoEngage, CleverTap, Capillary, and Emarsys by going deeper on retail-specific use cases.

- You will be our most senior client-facing leader across international markets - the person clients call when they want to do more with their customer data, not just keep the lights on.

What You Will Own :

- Own client health and retention across Swan's UAE, Saudi, and Southeast Asia enterprise portfolio - proactively monitor engagement signals and intervene before churn becomes a risk.

- Drive deep product adoption through structured onboarding, value realization frameworks, and ongoing enablement - measured by active feature usage, campaign volume, and retail KPIs like loyalty redemption, repeat purchase rate, and customer LTV.

- Travel regularly across UAE, Saudi Arabia, and Southeast Asia for on-site QBRs, executive meetings, and relationship-building - this is a travel circuit, not a desk job.

- Build trusted advisor relationships with key stakeholders at client organizations (CMOs, Heads of Loyalty, Digital, and CRM leads) - not just operational contacts.

- Run high-quality QBRs grounded in data - show clients what is working, what is not, and what to do next with Swan's platform in the context of their retail calendar.

- Partner with clients on engagement strategy - help them plan campaigns, lifecycle flows, and segmentation approaches that deliver measurable outcomes for their end customers.

- Support the India CSM team on complex analytics, segmentation, and strategy requests - be the person who raises the ceiling on what the team can deliver.

- Lead, mentor, and scale the India-based CSM team - define playbooks, set the quality bar for client communication, and coach the team through difficult accounts.

- Be the voice of the customer internally - bring structured feedback to Product and Engineering so Swan keeps getting more useful for retail use cases.

- Identify upsell and referral opportunities organically as a result of strong client relationships and demonstrated value - a natural outcome, not the primary KPI.

Must-Have Background :

- 8-12 years in Customer Success, Account Management, or consulting in B2B SaaS - with a clear track record of retaining and growing complex enterprise accounts.

- Deep domain knowledge of retail - ideally across fashion, grocery,pharmacy; must genuinely understand how retail marketing teams think, plan, and measure success.

- Strong hands-on familiarity with customer engagement and CRM platforms (MoEngage, CleverTap, Capillary, Emarsys, Salesforce Marketing Cloud, or equivalents) - enough to challenge a client's campaign strategy, not just support it.

- Experience supporting clients on analytics and engagement strategy - RFM segmentation, lifecycle campaign design, cohort analysis, retention measurement.

- Proven ability to manage or mentor a CSM team and lift their performance - not just individual contributor excellence.

- Genuinely comfortable with frequent international travel across multiple regions as a sustained part of the role.

- Strong executive communication skills; able to present confidently to C-suite stakeholders in English.

- Prior exposure to retail markets in GCC or Southeast Asia - through clients, projects, or regional work (does not require UAE residency or prior UAE experience).

- Experience building and running engagement strategy for loyalty programmes in retail.

- Exposure to CDPs, loyalty platforms, or POS integrations in a retail context.

- Experience building CS playbooks from scratch at a growth-stage SaaS company