Xeno - Senior Manager - Customer Success

Xeno is an AI-led CRM and Loyalty platform built for mid-market and enterprise omnichannel retailers. Our customers run their entire customer engagement - campaigns, journeys, loyalty, offers on us, and we're scaling fast across India and the Middle East.

We're hiring a Senior Customer Success Manager to own our most strategic Middle East accounts. This role is for someone who has done CS at a SaaS company before, has handled $50K-$250K+ ACV accounts, and is ready to take CXO-level conversations end-to-end.

What you'll own :

- Strategic accounts across the Middle East - retention, adoption, growth, renewals

- Trusted advisor relationships with CMOs, Heads of Marketing, and Heads of CRM

- Campaign and journey planning using Xeno's playbooks (first-to-repeat, win-back, loyalty activation)

- Quarterly and monthly business reviews - ROI storytelling, product showcases, expansion conversations

- Cross-functional partnership with Product, Implementation, and Sales to remove client blockers

- Mentoring Associate CSMs and helping shape playbooks as we scale the CS function

You'll thrive here if you have :

- 4 to 7 years in Customer Success, Key Account Management, or Strategic Consulting

- Experience in SaaS/Martech ideally CRM, CDP, Loyalty, Marketing Automation, or Offer Management

- Comfort running CXO-level conversations and leading commercial discussions (renewals, upsells)

- Sharp analytical instincts you can read campaign data, spot what's broken, and propose what to fix

- Exposure to omnichannel retail, F&B, or e-commerce clients

- Bonus: working knowledge of Excel/SQL, experience in the GCC market

Why Xeno :

- High-ownership role, you'll work directly with founders and leadership

- Real impact on product roadmap , your customer signal shapes what we build

- Open culture, flat hierarchy, sharp teammates

- Fast-growth SaaS environment